R
RE
ES
SO
OU
UR
RC
CE
ES
SD
DIIR
RE
EC
CTTO
OR
RA
ATTE
E
LLA
AN
NC
CA
AS
SH
HIIR
RE
E IIC
CTT S
SE
ER
RV
VIIC
CE
ES
S
B
BU
US
SIIN
NE
ES
SS
SP
PLLA
AN
N 22000099//1100
R
RE
ES
SO
OU
UR
RC
CE
ES
SD
DIIR
RE
EC
CTTO
OR
RA
ATTE
E
1
R
RE
ES
SO
OU
UR
RC
CE
ES
SD
DIIR
RE
EC
CTTO
OR
RA
ATTE
E
LLA
AN
NC
CA
AS
SH
HIIR
RE
E IIC
CTT S
SE
ER
RV
VIIC
CE
ES
S
B
BU
US
SIIN
NE
ES
SS
SP
PLLA
AN
N 22000088//0099
CONTENTS
Page No
1.
INTRODUCTION
3
2.
AIMS AND OBJECTIVES
5
3.
PERFORMANCE MEASURES & SERVICE STANDARDS
7
4.
CHALLENGES
9
5.
RISK MANAGEMENT
11
6.
ACTION PLAN
15
7.
RESOURCES
20
7.1 Finance
7.2 Staffing
7.3 Use of ICT
7.4 Property
8.
CUSTOMERS AND CONSULTATION
24
9.
HEALTH AND SAFETY
25
10.
EQUALITIES
28
2
________________________________________________________________
1.
INTRODUCTION
________________________________________________________________
1.1
OVERALL PURPOSE
This plan identifies ICT Services’ purpose and objectives for the period 2009/10
and how it contributes to the Resources Directorate and County Council wider
corporate objectives, commitments and priorities. The plan lays out the detailed
priorities and action plans for ICT Services in 2009/10.
The plan will be monitored by ICT Services management on a regular basis and
periodic reports will be submitted to Resources Board.
1.2
PURPOSE OF ICT SERVICES
To design, implement and maintain ICT solutions that meet the Authority's and
individual customer requirements in relation to functionality, timescales for
delivery, availability, performance and costs, and that comply with legislation.
ICT Services has produced a detailed Service Catalogue which describes the
services we provide from a user perspective.
ICT Strategy
To provide appropriate advice, guidance and technical resources to the Authority
in producing, implementing, maintaining and administering the ICT strategy and
policies.
We are organised into the following team structures:Business and Customer Services
Business Services provides a range of customer facing services particularly the
Customer Services Desk as the first point of contact for any queries or problems
relating to ICT services.
The section is also responsible for the preparation, implementation and
monitoring of service support and service level agreements.
3
As a business e-enabler the web research and web transactional developments
are undertaken within the section working closely alongside the Corporate Web
Design Team.
A team of Project managers run a variety of complex and cross-ICT projects as
agreed by the ICT Services Management Team.
The Support Services section provides internal administration support, cheque
despatch services, electronic mailbox management and BACS Bureau services.
In addition, it also provides a technical ordering service for software, hardware,
mobile phones and other mobile devices.
Application Services
Application Services offers a full in-house bespoke development service from
initial feasibility study through to implementation and support. It also offers a
package implementation and customisation service covering the specification of
package requirements, through evaluation and selection to implementation and
customisation. In addition, a consultancy service is available.
Technical and Infrastructure Services
Network Services provides a range of design, implementation and support
facilities across all ICT networks. The section is organised into three teams as
follows:


Voice Networks (telephones, voice mail, mobile, messaging, multi-media)
Data Networks (Local Area Networks, Wide Area Networks, structured
cabling, Internet services, Firewalls)
Client Networks (PCs, Laptops, PDAs, associated peripherals)
Data Centre Services provides a full range of server, data, software and online
service management for the core systems of the Authority, including all the
corporate facilities such as e-mail and the major financial systems.
The service also covers the specification, procurement and configuration of
hardware, installation and maintenance of software, management of databases,
data backups and disaster recover and capacity planning across the whole data
centre infrastructure.
Business Analysts
The role of the Team is to assist staff in business units to examine the way in
which they operate, with the aim of improving the service to the citizen and the
cost effectiveness of the business.
4
____________________________________________________________________________________________________________________________
22..
AIMS AND OBJECTIVES
________________________________________________________________
2.1 ICT SERVICES AIMS
To provide high quality cost effective ICT solutions for our Clients that are
compatible with the Corporate ICT Strategy.
To provide ICT solutions which support the three major priorities of the Corporate
Strategy. These are:


The Business Improvement Programme
The Customer Access Strategy
Information Management and Security
2.2 OBJECTIVES
ICT Services’ objectives are to:
develop customer driven ICT solutions

support the 2006/09 Corporate ICT Strategy Action Plan

influence the development of the new Corporate ICT Strategy 2010/13

maximise the use of our resources

support and develop our staff

provide upgrades to the ICT infrastructure

provide sound advice on ICT related matters

support all the ICT user base

offer innovative ICT products

provide a safe and healthy environment for staff

promote the ICT Services core vision and values
2.3 SERVICE CATALOGUE
The Service Catalogue outlined in the following link details the areas provided by
ICT Services which support these objectives.
http://lccintranet/resources/information_services/ict_services/service_catalogue/
5
2.4 CORE VISION AND VALUES
ICT Services has its Core Vision and Values which all staff are expected to
support and promote.
Follow this link:http://lccintranet/resources/information_services/ict_services/vision_values/?iTab
=home
2.5 MEDIUM TERM OBJECTIVES
1.
Staff Development
Within the framework of IIP and staff appraisal, and against the backdrop of
external negative influences on staff morale, to ensure the continuing
development of staff, re-skilling as necessary to deliver the Authority’s
Corporate ICT Strategy with its three priorities of Business Improvement
Programme, Customer Access Strategy and Information Management and
Security.
2.
ICT Strategy
To influence and support the Authority in defining the new ICT Corporate
Strategy 2010/13. To review and realign the services offered and
supporting processes as necessary to ensure consistency with the
emerging Corporate Strategy and ICT Corporate Strategy.
3.
Strategic Capacity
To ensure that provision of supplies and services continue to match the
business requirements of the County Council as it embraces 21 st Century
requirements as outlined in the Business Improvement Programme and
Customer Access Strategy.
4.
Business Issues
Presentation of a more professional and business like approach to the
Directorates/DSOs focusing on customer driven relationships with our
Clients.
6
______________________________________________________________
3.
PERFORMANCE MEASURES & SERVICE STANDARDS
______________________________________________________________
ICT Services has developed a Performance Management Dashboard based on
the balanced score card principle.
The Dashboard is monitored monthly by the ICT Services Management Team. In
addition, seven key performance indicators are also reported to and monitored by
the Resources Board on a quarterly basis. These are:






ICT – cost of ownership
ICT customer satisfaction
Network availability
Problem resolution time
ICT employee satisfaction
Security
Capacity planning
The Dashboard is updated monthly and available to all users via the Resources
Intranet.
_________________________________________________________________
7
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
_______________________________________________________________
4. CHALLENGES
________________________________________________________________
4.1 LANCASHIRE COUNTY COUNCIL CORPORATE OBJECTIVES
To make Lancashire a good place to live, work and visit, now and in the future. A
place where everyone matters.
A place where people can:






Feel safe
Live healthy lives
Get help when in need
Learn and develop
Have jobs and a good standard of living
Travel easily and safely
Enjoy a high quality environment
Our Commitments
We have also made a number of commitments about the way we will work.
These are:



To treat all people with equity and dignity
To ensure accessible, high quality, value for money services which meet
people's needs
To involve local people in decisions which affect them and their
communities
To speak up for Lancashire and its people regionally, nationally and in
Europe.
4.2 RESOURCES DIRECTORATE
The Resources Directorate has developed its own specific Directorate Objectives
which are both compatible with the Corporate Objectives and expand on the
specific commitment to "ensure accessible, high quality, value for money services
which meet people's needs".
_________________________________________________________________
8
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
4.3 ICT SERVICES
Although located within the Resources Directorate for "pay and rations" purposes,
ICT Services is a corporate resource providing services to the Directorate for
Children and Young People, the Adult and Community Directorate, the Resources
Directorate, Office of the Chief Executive, Environment Directorate, the Direct
Service Organisations and external customers.
For work on new ICT projects, the priorities are not determined by ICT Services,
but by the Commissioning Board taking into account the County Council's
objectives and priorities.
As a support service, ICT Services does not directly contribute to the County
Council's objectives and priorities; however, its customers contribute to all those
objectives and priorities.
4.4 KEY CHALLENGES 2009/10

Provide the ICT resources which are required to deliver the
Authority’s Corporate ICT Strategy and the Transformation
Programme.

“Invisible” infrastructure refresh and renewal

Customer Access Strategy – delivery and maintenance of ICT
products in support of the four work streams

Delivery of LEI savings
_________________________________________________________________
9
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
______________________________________________________________________________________________________________________________
5. RISK MANAGEMENT
________________________________________________________________
5.1 CIVIL CONTINGENCIES BILL
ICT Services has completed two Business Contingency plans under the
Phase One response to the Civil Contingencies Bill.
These are Production ICT Services and Telephony.
5.2 RISK ASSESSMENTS
To meet service requirements ICT Services has identified several objectives
and a risk assessment against each objective is given below:-
1.
SERVICE
OBJECTIVE
Event(s) that could prevent this
objective being achieved
ICT Strategy –
provision of
advice and
guidance in
producing and
implementing
-
lack of commitment by the
Authority
Action to be taken to
minimise the event
happening
-
ICTSG endorsement of
the Strategy
publicise and
disseminate the agreed
Strategy
-
failure to keep the Strategy up
to date
-
ICTSG to own the
Strategy and ensure
ongoing review
-
failure to implement key
changes needed in support of
the Strategy
-
ICTSG to review and
resolve any issues
preventing key changes
_________________________________________________________________
10
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
2.
3.
SERVICE
OBJECTIVE
Event(s) that could prevent this
objective being achieved
Production
Computer
Services
-
major power failure affecting
the computer room(s)
-
main computer rooms
have uninterrupted
power supply and backup power via diesel
generator. Regular
testing of this provision
is needed to ensure it is
adequate
-
major failure of key servers or
data storage facilities
-
comprehensive
maintenance and
support agreements in
place; ensure Disaster
Recovery contracts are
up to date and cover all
key servers; regular offsite testing of DR scripts
and arrangements
-
fire affecting the computer
suite(s)
-
installation of specialist
fire detection and
prevention systems;
regular servicing and
testing of these systems.
DR arrangements as
above
-
major failure of the building
housing computer suite(s)
-
DR arrangements as
above. The DR
arrangements
mentioned above only
cover the restitution of
the computer room; not
ICT equipment located
in business areas
-
failure of a major node on the
network
-
build in redundancy/
alternate routing on both
voice and data networks
wherever practical and
cost-effective
Networking –
provision of
robust voice and
data networks
Action to be taken to
minimise the event
happening
_________________________________________________________________
11
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
4.
SERVICE
OBJECTIVE
Event(s) that could prevent this
objective being achieved
Action to be taken to
minimise the event
happening
Software support
– support
software
packages and
products
-
trailing edge products
deflecting resources from core
supported products
-
ensuring ICT Strategy
adequately covers the
issues of purchase and
disposal of software
-
unilateral purchases of nonsupported products by
directorates/services
-
encourage the move
forward via SLAs and
charging arrangements;
provide (corporate)
funding for major moves
forward
5.
Development
Service –
development of
bespoke
applications;
assistance in
package
implementation
-
trailing edge products
deflecting resources from core
supported products and limiting
the opportunities to
research/train in up-to-date
products
-
ensuring ICT Strategy
adequately covers the
updating of the core
development product
set; encourage the move
forward via SLAs and
charging arrangements;
ensure some staff are
trained in newer web
products to be able to
meet requests in this
area; publicise
successes (particularly
Web solutions) to raise
awareness of the Unit’s
capabilities
6.
Customer Service
Desk – reporting
and management
of technical
problems
-
failure of the CSD software/
service
-
manual back-up
procedure and
retrospective load of
data
_________________________________________________________________
12
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
SERVICE
OBJECTIVE
Event(s) that could prevent this
objective being achieved
Action to be taken to
minimise the event
happening
7.
Support Services
distribution of
outputs on major
systems
-
major workload imbalances
particularly at year end
-
agreement with key
customers of timetables
for the receipt and
onward distribution of
outputs
8.
Overall – some
events potentially
affect a number of
service
objectives.
-
failure of a major supplier of
goods and services
-
use wherever possible,
market leading suppliers
of proven products;
where possible let
contracts to two or more
suppliers so as to
provide cover (eg PC
supply framework
agreements)
-
significant loss of staff through
turnover or through transfer of
staff to other high priority LCC
projects (eg Contact Centre)
-
use of PDA appraisals to
identify staff aspirations
and wherever possible
following up on these
active involvement in
major LCC projects so
that resource
requirements can be
understood and
proactively managed
They are dealt
with collectively
here
_________________________________________________________________
13
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
_______________________________________________________________________________________________
6. ICT SERVICES ACTION PLAN
_______________________________________________________________________________________________
PART A – BUSINESS IMPROVEMENT PROGRAMME
ACTION LIST
1. Network Access
2. Offline Applications
SUCCESS CRITERIA
TIME
SCALE
MANAGER
Delivery of secure access for LCC
PC/Laptop to the Corporate Network from
School Network or Personal Broadband.
Dec 2009
SFP
Roll out of Voice over IP (VOIP) via private
broadband with Corporate Telephony
services.
June 2009
SFP
Complete the R&D project on full laptop /
mobile device encryption and migrate "at
risk" systems to the new solution.
Dec 2009
SFP
Pilot Unified Communications technologies
in ICT Services and Directorates. Based
on the outcome of these pilots review the
business case for Unified Communications
solutions in the South/East Area Offices.
Dec 2009
SFP
Review the outcome of the ISSIS and
PAMIS off-line pilots and implement "offline applications" for the mobile workforce
based on Business Case.
March 2010
RPH
_________________________________________________________________
14
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
PROGRESS
ACTION LIST
3. Desktop
Standardisation
SUCCESS CRITERIA
TIME
SCALE
MANAGER
Complete the migration to Active Directory
thus migrating all LCC Corporate desktops
to a standard system, e-mail addresses
and data areas.
Oct 2009
SFP
Lead and co-ordinate the 2009 Desktop
Procurement exercise and deliver the
revised processes / procedures for the new
contract.
Dec 2009
SFP
March 2010
RPH
4. Information
Management
Support the deployment of the Corporate
Electronic Records Management system
across the Authority thus allowing the
maximum return on investment.
5. HR
Complete the HR Application requirements
to further exploit the Manager / Staff selfservice options.
Oct 2009
RPH
Actively contribute to the review of options
re the replacement of the DELPHI
Millennium HR system.
March 2010
DD
Redesign the high performance Data
Network to take into account the building
changes planned for the South and East
areas of the County Council.
March 2010
SFP
If finance is available design, procure and
implement a dual Data Centre in the South
or East Area Offices.
March 2010
SFP
6. Provision of highly
available services
_________________________________________________________________
15
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
PROGRESS
ACTION LIST
SUCCESS CRITERIA
TIME
SCALE
MANAGER
Implement the Corporate e-Mail Vaulting
solution.
Dec 2009
SFP
7. Support
Review staffing, processes and procedures
for supporting a more mobile workforce
across the Authority including the provision
of additional self-service support.
Dec 2009
APEH
8. Information Security
Support the action plan from the
independent review of Information
Governance.
March 2010
APEH
9. Business Support
Provide programme and project
management for the ICT elements of the
Business Improvement Programme.
March 2010
APEH
Provide Business Analyst reviews for the
main LEI projects including:-
March 2010
WGS






CYP Child Protection Service
CYP Fostering
Corporate Administration Review
Corporate Complaints
ORACLE including Procurement and
Advanced Collections
Shared Services Directory
_________________________________________________________________
16
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
PROGRESS
PART B – ICT ACTION PLAN
ACTION LIST
10. Customer Access
SUCCESS CRITERIA
TIME
SCALE
MANAGER
PROGRESS
Website – support the implementation of
the new Website design and the Corporate
Web Review and implement the
recommendations.
April 2009
APEH
Green
December
2009
APEH
Yellow
Customer Service Centre – review the
technical infrastructure including Business
Continuity.
December
2009
SFP
Yellow
Update CSC applications to integrate with
Highways enquiries.
December
2009
RPH
Yellow
Pilot in three Districts of "Tell Us Once".
December
2009
RPH
Yellow
Face to Face – Telly Talk to be
implemented in all Districts.
December
2009
SFP
Yellow
11. ICT Services
Restructure
Complete the restructure of Copy Direct
and Print Direct.
March 2010
APEH
Yellow
12. Job Evaluation
Process
Fully engage in the process to ensure that
ICT Services and, therefore, its customers
due not suffer any significant negative
impact.
March 2010
RPH
Yellow
_________________________________________________________________
17
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
ACTION LIST
SUCCESS CRITERIA
TIME
SCALE
MANAGER
Fully support and deliver the Corporate ICT
Strategy Action Plan 2009.
Dec 2009
DD
Influence and support the production of the
new Corporate ICT Strategy 2010/13 which
will be compatible with the County
Council's Corporate Plan for 2009/13.
March 2010
DD
14. T101 Computer Room
Working with Property Group, ensure that
the air conditioning / power changes occur
with minimum disruption to services.
July 2009
SFP
15. Business Continuity
Review Business Continuity arrangements
in light of changing technology and the
impact of the proposed Dual Data Centre.
March 2010
SFP
16. Project
Commissioning
Implement the revised Application
Development Commissioning
recommendations from the COMPASS
Review.
June 2009
RPH
17. Application
Development
Strategy
Implement a new Application Development
Strategy based on the recommendations
from the SOCITM review.
Dec 2009
RPH
18. Sickness Absence
Continue to apply the Corporate and
Directorate procedures on sickness
absence to ensure that the 2009/10 target
can be achieved.
March 2010
DD
13. ICT Corporate
Strategy
_________________________________________________________________
18
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
PROGRESS
ACTION LIST
19. Green ICT
SUCCESS CRITERIA
TIME
SCALE
MANAGER
A Baseline Review of the Authority’s Data
Centre will be undertaken and targets set
for ongoing reductions in energy use.
June 2009
APEH
The ICT Family will continue to support the
“Switch it Off” campaign and aim to reduce
the number of devices powered on ‘out of
hours’ to below 1%.
December
2009
APEH
20. Equality and Diversity
Ensure that ICT Services implements any
actions arising from Corporate and
Directorate policies.
March 2010
DD
21
ISSIS/EDIMIS
Review
Review the provision of Core Social Care
and Children's systems and plan a
transition to new applications.
December
2009
RPH
22
Business Analysts
Control and direct the Business Analyst
resources available in the Authority to
maximise business improvement.
December
2009
WGS
_________________________________________________________________
19
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
PROGRESS
_______________________________________________________________
7. RESOURCES
________________________________________________________________
7.1
FINANCE
2009/10 BUDGET
The total 2009/10 gross budget is £13,248k with a budget income of £9,527k
giving a net budget of £3,721k and 
Supports 200 applications on 500 servers accessed by 14,000 PC’s and
laptops.

Provides ICT services to 600 sites and to over 2,500 mobile IT users.

Provides and supports 7,500 corporate telephone handsets, 7,000 mobile
phones and 1,200 blackberries.

Handles 50 Million external emails.

Delivers over 250 projects for the development and enhancement of new and
existing ICT systems and services.

Handles 132,000 Customer Service Desk telephone calls.

Logs over 140,000 Customer Service Desk calls for assistance or advice.
7.2
STAFFING
7.2.1
EMPLOYEES
ICT Services employs a total of 200 FTE and is structured as shown in the
diagram overleaf.
_________________________________________________________________
20
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
Director of ICT
Secretary
Corporate Information
Assurance Manager
Applications Services
Manager
Oracle Financials
Assistant Director of ICT
Business Improvement
Manager
4 Managing Principal
System/Software
Engineers
Head of Corporate
Financial Systems
Deputy Head of
Corporate Financial
Systems
3 Principal Oracle
e-business
analysts
8 Senior Oracle
e-business
analysts
12 Oracle
e-business
analysts
Secretary
Copy Direct
Manager
15 Principal System/Software
Engineers
Production
Manager
84 System/Software
Engineers
27 ICT Technicians
Business and Customer
Services Manager
Technical Infrastructure
Manager
7 Reprographic
Assistants
1 Admin
Assistant
Support Services
Support Services
Manager
2 Assistant
Support
Services
Managers
2 Senior Admin
Assistants
7.5 Admin
Assistants
Store person
_________________________________________________________________
21
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
Customer
Services
Desk
Customer
Services Desk
Manager
Assistant
Customer
Services Desk
Manager
Customer Services
Desk
Shift Leader
12 Customer
Services Desk
Assistants
Mail Direct
Mail Direct
Manager
2 Senior
Mailroom Clerks
8 Mailroom
Clerks
7.2.2. TRAINING POLICY
The ICT Services Management Team recognises the important contribution that training
makes to the effective operation of the Unit. It further recognises that the prime
responsibility for training rests with management and that the initial impetus for ensuring
employees are given access to sufficient and appropriate training lies with the line
manager.
It is policy to:“Ensure that all employees have the requisite skills, abilities and knowledge to
carry out their work efficiently and competently so as to assist in or ensure the
delivery of effective, high quality services to our customers:
and
ensure that all employees are suitably trained and developed for their present and
future jobs in order to contribute to the proper execution of the Authority’s
policies and decisions”.
Further, aims are to ensure that all employees are offered equal training and
development opportunities to enable them to meet their job requirements and attain
personal satisfaction at work, regardless of their race, colour, gender, sexual
orientation, occupational group, hours of work, disability or age.
These aims, objectives, policies and commitment to invest in our workforce, serve to
emphasise that ICT Services recognises that the people it employs are its most
valuable resource and have the most impact on its success in achieving its overall aims
and objectives.
7.3 USE OF ICT
ICT Services is, of course, heavily reliant on using technology to deliver services.
ICT Services complies with the Corporate ICT Strategy.
ICT Services, in consultation with key clients, manages a number of Research and
Development projects each year and these lead to new service offerings if the projects
are successful both technically and financially.
ICT Services also acts as the client for many pilot deployments of systems and
technologies.
_________________________________________________________________
22
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
7.4 PROPERTY
ICT Services will continue to play an active role in the Asset Management programme.
The property occupied by ICT Services consists of two elements – the corporate space
which houses the IT and telephony equipment, and the space occupied by ICT staff.
The IT and telephony rooms are equipped to a professional standard with high security,
air-conditioning systems, back-up power supplies and automatic fire protection systems.
Working with colleagues in the Property Group, these environments need to be reassessed on a regular basis as “fit for purpose”.
The space occupied by ICT Services staff is under severe pressure with some very high
density offices.
A number of sections of ICT Services including ICT Technicians, Data Networks and
Project Management Teams are now hot desking.
_________________________________________________________________
23
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
_____________________________________________________________
8.
CUSTOMERS & CONSULTATION
______________________________________________________________
ICT Services supplies services, which support the County Council’s
front-line operations, and so contribute, indirectly for the most part, to its corporate
objectives. ICT Services works for, or in partnership with, the following customers:

Other Directorates/DSOs

Elected Members

Public

Lancashire Police Authority and Constabulary

Lancashire Combined Fire Authority and Fire & Rescue Service

Magistrates Courts’ Service

Other Local Authorities

Schools

Colleges of Further Education

Staff

Private Sector Organisations
ICT Services will use various methods to consult with its customers
about its plans and services, including:





Participation in national benchmarking clubs – COMPASS/SOCITM
Customer satisfaction surveys
The use of Service Level Agreements
Liaison meetings with service users
ICT Showcases
The resultant information is used to influence current and future service planning.
_________________________________________________________________
24
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
______________________________________________________________
9. HEALTH & SAFETY
______________________________________________________________
9.1 OHSAS 18001
ICT Services is committed to the management of Health and Safety in accordance
with OHSAS 18001.
9.2 Roles and Responsibilities
A number of roles relating to the operation of Health & Safety within ICT Services
have been identified and responsibilities assigned.
The roles and assigned responsibilities are reviewed quarterly by the ICT Services
Management Team.
9.3 Workplace Inspections
Formal workplace inspections are carried out annually in the month of February. In
addition, workplace inspections may also be carried out as and when a significant
office change occurs.
Workplace inspections are documented using form FOH004. Any remedial action
required or issues arising are documented on the form and an 'Issue' raised for
inclusion in the Issues Log. The Issue Id. is documented on the form in order to
provide a trail. The documented workplace inspection is a public document and is
posted on the ICT Services intranet.
9.4 Risk Assessments
Risk assessments are performed annually in the month of February. They may also
be performed whenever a new hazard is identified.
Risk assessments are documented using form FOH001. A check is made that any
existing controls documented in the risk assessment are in fact in place, if any
remedial action is required then an Issue is raised for inclusion in the Issues log.
Where actions are required for the introduction of additional controls again an Issue
is raised for inclusion in the Issues Log and its Id. documented on the form.
Documented general risk assessments are public documents and accessible via the
ICT Services intranet.
_________________________________________________________________
25
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
9.5 DSE Assessments
All members of staff who are designated as DSE users undergo a DSE assessment
on an annual basis in the month of February. In addition a DSE assessment is to be
carried out whenever a member of staff relocates or acquires new equipment.
DSE assessments take the form of an initial self assessment using the Assessrite
software. The DSE Controller coordinates individual follow-ups with trained DSE
Assessors and uses Assessrite to manage the process.
9.6 Management of Actions/Issues
An Issues Log is the central control mechanism for managing actions that relate to
maintaing/improving Health & Safety. The Issues Log is maintained by an Issues
Manager.
Although Workplace Inspections and Risk Assessments will be key sources for
raising Issues, they can be raised at any time to address a Health & Safety matter.
The Issues Log is a live and dynamic document all year round.
The information recorded on the Issues Log is:









Unique Identifier
Description of Issue
Origin ie. source
Originator
Date raised
Actionee
Action required/progress commentary
Resolution
Closure Date
The Issues Log is owned by the Issues Manager who keeps the log maintained and
publishes it on the ICT Services intranet. The Issues Manager presents quarterly
update reports to the ICT Services Management Team.
9.7 Controls Audit
A formal exercise of checking the existence and effectiveness of controls as
documented in the Risk Assessments is carried out during August. Any remedial
action required is documented and Issues raised as necessary.
_________________________________________________________________
26
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
9.8 ICT Services Management Team Monitoring
Each quarter, the ICT Services Management Team formally addresses Health &
Safety at an ICT Managers meeting. In addition, a representative from the
Directorate's Health & Safety Team is invited to attend the agenda item. Health &
Safety is reviewed through a series of standard headings as follows:








Issues update
To include a report on new issues raised since last update, the status of current
open issues, issues closed since last update and whether any specific
management action is required.
Accident Reports and any implications
Emergency Evacuation Update
Training
undertaken since last update, any known training requirements
Roles & Responsibilities
Forthcoming H & S events in next quarter
eg. annual round of WI's and RA's., Controls Audit
Health & Safety Team Update
Actions required by Management Team
9.9 Timetable
The procedures described above fit into the following annual timetable:
February
Mid March
Mid June
August
Mid Sept
Mid Dec
February
Workplace Inspections, Risk Assessments, DSE Assessments
ICT Managers Health & Safety Update
ICT Managers Health & Safety Update
Controls Audit
ICT Managers Health & Safety Update
ICT Managers Health & Safety Update
Workplace Inspections, Risk Assessments, DSE Assessments
_________________________________________________________________
27
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
_____________________________________________________________
10. EQUALITIES
______________________________________________________________
In addition to the Resources Directorate objectives in this area, ICT Services is
committed to treating all people with equality and dignity.
This approach is highlighted in the ICT Services Core Vision and Values.
10.1
EQUALITY OBJECTIVES
1. Staff are developed in line with Lancashire County Council’s core competencies
and attend Racial Equality training programmes.
2. To implement and support hardware and software which enables staff and the
public with disabilities to have wider access to technology.
10.2 PERFORMANCE INDICATORS
ICT Services Management Team monitor the following five performance indicators
on a quarterly basis:BVPI – 11A . The percentage of top 5% earners that are women.
Target
Actual March 2009
=
=
36.5%
14.81%
BVPI – 11B. The percentage of top 5% earners from black and minority ethnic
communities.
Target
Actual March 2009
=
=
2.0%
1.85%
BVPI – 11C . The percentage of top 5% earners declaring that they meet the DDA
disability definition.
Target
Actual March 2009
=
=
0.9%
7.41%
BVPI – 16A . The percentage of ICT employees declaring that they meet the DDA
disability definition.
Target
Actual March 2009
=
=
0.9%
4.22%
_________________________________________________________________
28
Resources Directorate
Lancashire ICT Services Business Plan 2009/10
BVPI – 17A . The percentage of ICT employees from black and\ minority ethnic
communities.
Target
Actual March 2009
10.3
=
=
5.0%
5.15%
ICT SERVICES RESPONSE TO THE CORPORATE EQUALITY AND
DIVERSITY STANDARD REQUIREMENTS
Employment
ICT Services is close to or exceeds the equality targets for all categories except 11A.
Access to Services
ICT Services will continue to support access to services via Peoples Network and the
Telephony, Web and Face to Face streams of the Customer Access Strategy.
Service Outcomes
The Web statistics information from SOCITM gives feedback by gender and age.
General
ICT Services actively supports the Resources / OCE Equality and Diversity Working
Group and report on the situation re:- the Equality and Diversity standard requirement.
ICT Services is also active in ensuring that diverse panels are in operation in line with
the Corporate Strategy and has encouraged Senior BME staff in the service to serve on
the panels.
_________________________________________________________________
29
Resources Directorate
Lancashire ICT Services Business Plan 2009/10