Post on 25-Oct-2021
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.
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• 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
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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
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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.
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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.
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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)
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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
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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.
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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.