ict service - councilportal.cumbria.gov.uk

Serving the people of Cumbria

ICT Service : Infrastructure, Performance &

Future Planning

Scrutiny Management Board

9 Sept 2021


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


• 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


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”


Council Budget Comparison

.


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.


• 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


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


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.


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


Services Availability MonitoringCore services and corporate applications are closely monitored to

manage the organisations service availability.

• Email

• 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 %


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


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


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.


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)


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:


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


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”


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.


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.


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.

ict service - councilportal.cumbria.gov.uk

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