London Borough of Bexley

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1 London Borough of Bexley ICT Strtegy 2014/ /16 Listening to you, working for you

2 Foreword by Councillor Greth Bcon, Deputy Leder of the Council nd Cbinet Member for Finnce nd Corporte Services London Borough of Bexley Informtion nd Communiction Technology (ICT) is vitl to the cost-effective delivery of services to the residents of Bexley. The Council hs proud trck record of dopting nd implementing proven technology solutions cross ll res of the Council. This is evidenced by the utomtion tht exists in both front nd bckoffce functions nd most importntly in the growing number of web-bsed fcilities tht we offer on the Council s website. The public sector nd locl government in prticulr is fcing chllenging time on mny fronts including reduced government funding nd incresing customer expecttions. Bexley is well prepred to meet these chllenges nd technology will be key success fctor. A rnge of improved nd new ICT solutions will underpin the delivery of the Council s Corporte Pln. The ICT Strtegy, its six themes, nd ssocited delivery projects define the foundtion blocks tht will support chnge s this work progresses. Ech of the ICT themes is significnt nd importnt in its own right but tken together they provide n integrted frmework to use ICT to drive business chnge nd to control nd develop the continued delivery of qulity cost-effective services to the people of Bexley. A key project for Bexley during 2015 will be retender of its min ICT Services contrct. The preferred supplier(s) tht emerges from this competitive process will closely work with the Council to further updte ICT Strtegy nd plns plying key role in supporting future business trnsformtion nd the chievement of the Council s corporte plns over the coming yers. I fully endorse nd support this ICT Strtegy nd look forwrd to the benefits tht it will enble s Bexley continues to be one of the best performing councils within the UK. Councillor Greth Bcon April 2014 i ii

3 Contents 1. Executive Summry 1 2. ICT Strtegy Themes 2 Theme 1: ICT Infrstructure 3 Mintining nd rtionlising ICT services Theme 2: Customer Services nd Access to Services 4 Trnsforming customer services nd ccess to services Theme 3: Informtion Mngement nd Security 5 Continuing to improve internl nd externl security nd informtion mngement stndrds Theme 4. Cost Effectiveness 6 Achieving vlue for money, mximising income, trnsforming procurement nd driving business trnsformtion Theme 5. ICT Governnce 7 The effective mngement of ICT resources Theme 6. Prtners nd Suppliers 8 The effective use of ICT prtners nd suppliers 3. Delivering The Strtegy Delivery Pln 9 i ii 1

4 1. Executive Summry Bexley s Corporte Pln sets out the Council s service delivery priorities. The pln summrises the tough finncil climte tht the Council is working in nd sets out service commitments nd spirtions for the Borough. This includes Bexley s four overriding strtegic priorities, the strtegy tht underpins building Council for the future nd the finncil plns nd mngement tht will underpin progress nd success. The four service priority res include: * Growing the economy nd protecting the environment * Helping residents enjoy the best possible qulity of life * Building sfer nd stronger communities * Mking best use of public resources Informtion nd Communiction Technology (ICT) is key business success fctor for the delivery of the Corporte Pln. This strtegy sets out the ICT technology foundtions needed to support the delivery of the pln. The ICT Strtegy covers the period 2014/15 to 2015/16. It is broken into six strtegic themes which together define the technologies the Council will be using to help chieve the objectives of the Corporte Pln. The six themes include the underlying ICT infrstructures (computers, servers, network nd other hrdwre), the use of corporte nd line-ofbusiness softwre solutions, informtion mngement, security nd governnce, nd the role of suppliers to work with Council offcers to jointly implement nd deliver modern utomted services. Appendix A provides summry of the enbling role of ICT in delivering the Corporte Pln. Appendix B cptures the foundtions of the Informtion Systems schem tht the Council is working towrds. A retender of the Council s min ICT Services Contrct will be conducted during The selected ICT prtner will work closely with the Council during the ltter prt of 2015/16 nd onwrds to further develop nd refine the ICT Strtegy nd supporting plns. ii 1 2

5 2. ICT Strtegy Themes Six themes form the bckbone of the ICT Strtegy 2014 to London Borough of Bexley ICT Strtegy key themes 2014/ /16 1. ICT infrstructure mintining nd rtionlising ICT services 2. Business Trnsformtion trnsforming customer services nd ccess to services 3. Informtion mngement nd security continuing to improve informtion mngement nd internl nd externl security 4. Cost effectiveness chieving VFM, mximising income, trnsforming procurement nd driving business trnsformtion 5. ICT governnce the effective mngement of ICT resources 6. Prtners nd Suppliers the effective use of ICT prtners nd suppliers in providing services 1 2 3

6 Theme 1 - ICT infrstructure Mintining nd rtionlising ICT services Aim The provision of ICT services is vitl to Bexley service delivery. The level of dependency hs continued to grow in recent yers to the point where the Council cnnot function effciently without ICT for even short periods of time. This essentil ICT includes corporte infrstructure such s emil, voice nd dt networks, servers nd personl computers nd incresingly internet nd other e-chnnels. The provision of such level of cpbility requires solid nd dependble technology infrstructure tht is mintined nd updted on regulr bsis. It lso needs to hve n pproprite level of resilience nd sclble resources to reflect orgnistion chnges. Theme 1- Outcomes nd success mesures 2014/ /16 Successful mngement of desktop computing s evidenced by user stisfction nd flexible working performnce monitoring. Continued doption nd use of current operting systems nd productivity softwre. The development of locl-re nd widere networks cross opertionl buildings including the new Civic Offces. The provision of ICT to help support the finl stges of the Bexley First progrmme. The continued doption of virtulised server technology with n incresing proportion of cost-effective virtulised servers. The development nd strengthening of the Council s ICT security frmework with nnul pprovl nd ccredittion by CESG/GCHQ. Improved ICT business continuity plns for the Council s website nd ll mjor line of business systems. The retender of the Council s min ICT Services contrct nd the selection of preferred supplier by the end of 2015 Assessment nd considertion of lterntive technologies nd delivery models s prt of the 2015 retender exercise

7 Theme 2 - Customer services nd ccess to services. Trnsforming customer services nd ccess to services Aim The provision of cost-effective customer ccess chnnels is key Bexley objective. The linking of front-offce customer requests to bck-offce service processing systems is key prt of this. The Council s Customer Service Strtegy describes the on-going plns to chieve qulity customer service ccess cross growing rnge of ccess chnnels including web-bsed nd other self-service pproches. Continued development of selfservice nd web-bsed forms for ll high volume customer trnsctions. The use of the web site s the premier chnnel for growing number of customer self-service fcilities. The incresed use of mpping nd sptil fcilities to enhnce customer web-site use. Incresed technicl resilience for the Council s website to minimise risks of internet disruptions nd pek demnds. Theme 2 - Outcomes nd success mesures 2014/ /16 Development of the utomted Interctive Voice Recognition Upgrde of the Avy telephony system including Contct Centre telephony 3 4 5

8 Theme 3 - Informtion mngement nd security. Continuing to improve internl nd externl security nd informtion mngement stndrds Aim Informtion is one of the Council s key ssets. Effective dt nd informtion mngement is vitl to decision mking nd providing pproprite levels of security. This theme of the ICT Strtegy builds upon the locl nd corporte chievements tht hve been mde in improving informtion mngement nd ims to further estblish fit for purpose informtion mngement nd reporting environment. The foundtions of the Council s Informtion Systems schem re summrised in Appendix B including the strtegic im of hrnessing mster dt mngement nd improved dt hnding. Theme 3 - Outcomes nd success mesures 2014/ /16 Continued development of the Business Systems Pln to support the development of service business systems including:- The implementtion of new Adults Socil Cre systems The development of the recently introduced Children s Socil Cre system The implementtion of new children s socil cre systems to support MASH nd Erly Help. Upgrdes to rnge of business systems including finncil, humn resources nd property systems. Incresed web-bsed customer self-service fcilities using e-forms nd trnsction middlewre. The phsed doption of Microsoft ShrePoint s centrl point for informtion holding nd serch. The ssessment nd piloting of dt wrehouse pproches including public website dt publiction. Continued complince with the Government Connect Code of Connection nd CESG/GCHQ requirements. Development of the Informtion Asset Register nd ssocited IS policies nd guidelines. Implementtion of the recommendtions from the successful 2013 Informtion Commissioners Offce Dt Protection Audit

9 Theme 4 - Cost effectiveness. Achieving vlue for money, mximising income, trnsforming procurement nd driving business trnsformtion Aim The Council is committed to continuous improvement. Its vlue for money pproch is bsed on reducing overheds, eliminting dupliction, mximising ssets nd service review. ICT hs key role to ply in the success of ll of these. The pst two yers hve seen the stedy doption of new wys of working. This hs demnded chnges to the wy ICT services re delivered to stff. These demnds will continue to increse s Members, stff nd prtners continue to dopt new nd modern pproches to delivering services... Theme 4 - Outcomes nd success mesures 2014/ /16 Provision of personl computing fcilities to suit ll ctegories of stff nd their working loctions. The use of thick nd thin client computing to support flexible working. The deployment of mobile network SIM bsed methods of ccess such s 3G (nd 4G). Deployment nd support of Smrt Phone nd Tblet type devices for stff on business cse bsis. The trgeted introduction of Microsoft ShrePoint nd Lync products to optimise stff collbortion nd productivity. The trgeted introduction of ICT to support trnsformtion projects, plns nd trgets. The retender of the Council s min ICT Services contrct in 2015 A new ICT Services contrct from April 2016 incorporting strong cost, effciency nd qulity themes 5 6 7

10 Theme 5 - ICT governnce - The effective mngement of ICT resources Adherence to the corporte project nd progrmme mngement methodology cross the Council. Aim The effective mngement of ICT resources is criticl to overll business success. This ICT Strtegy theme tckles the need to focus on using ICT resources effectively nd ensuring tht ll ICT ctivity meets strtegic needs nd outcomes. Theme 5 - Outcomes nd success mesures 2014/ /16 Development of the current corporte nd directorte ICT governnce rrngements providing strong gte keeping role nd enforcing complince to greed ICT stndrds nd procedures. ICT dvice, guidnce nd services to corporte nd service delivery progrmmes. Mngement of ICT prtner development resources in ccordnce with pproved ICT Strtegy projects. The preprtion nd delivery of the retender of the min ICT Services contrct including review of current nd future ICT resource mngement, monitoring nd improvement rrngements 6 7 8

11 Theme 6. Prtners nd Suppliers - The effective use of ICT prtners nd suppliers Aim The Council successfully works with rnge of prtners nd suppliers. These include public sector bodies such s Helth nd Police, other government deprtments, the third sector, voluntry orgnistions nd wide rnge of suppliers. As services develop, the Council s mixed economy of service provision will lso develop. It is vitl tht pproprite ICT rrngements re in plce to support the growing rnge of strtegic prtner nd supplier reltionships. Theme 6 - Outcomes nd success mesures 2014/ /16 business rtes nd to respond to new sttutory driven locl chnges nd rrngements. Incresed use of the Ntionl Public Sector Network tht is bsed on the UK GCSX nd the London-bsed LPSN for shred service projects between locl uthorities. Close working with other outsourced service providers nd prtners cross ll Council service res. Continued use of proven third-prty softwre solutions nd voidnce of locl bespoke development. Close working with the UK ICT outsourcing mrket to help deliver sourcing nd procurement exercise in 2015 to select preferred supplier for the Council s new ICT Services Contrct from April The development of joint working rrngements with other public sector prtners such s the NHS nd other locl uthorities in line with sttutory, vlue for money nd other service requirements. The development of current shred service rrngements nd support of other emerging shred service opportunities Optimistion of the use of the min ICT Services Contrct nd mximistion of the benefits of the prtnership with the current prtner until the end of the contrctul reltionship in Mrch Close working with the Council s Revenues nd Benefits prtner to introduce systems to mnge chnges to benefits, council tx nd 7 8 9

12 3. Delivering the Strtegy Resources nd gte keeping Resources re fundmentl to the delivery of this ICT Strtegy. Existing budgets dedicted to ICT re restricted to the Council s min budget for the Outsourced ICT Contrct (pproximtely 4.3m in 2014/15) nd the ICT Reserve (nnul contributions of round 0.8m) tht is used to fund ongoing third-prty pyments nd s contribution to the periodic cyclicl refresh of ICT infrstructure. In ddition, service res use pproved locl budgets or grnt monies to fund service-bsed ICT projects. Supporting Appendices Appendix A summrises the enbling role of ICT in delivering the Council s Corporte Pln. Appendix B summrises the Council s Informtion Systems Schem bsed round gol of mster dt mngement nd best of breed softwre solutions with improved customer website, corporte nd service reporting. The Council s IT Steering Group hs developed rnge of gte keeping criteri for requests for new ICT projects. The min ICT Services contrct contins n element for softwre support nd development nd this is closely mnged by the IT Steering Group. The Council s continued drive for effciency nd trnsformtion hs seen the cretion of new governnce rrngements to drive effciency nd svings progrmmes including ICT developments s pproprite. Finlly, Mngement Bord, Cbinet, Service nd Scrutiny Committees consider rnge of strtegic decisions on structured nd frequent bsis. ICT considertions form prt of overll decision mking

13 Appendix A Bexley Corporte Pln The enbling role of ICT in delivering the corporte pln Key Priorities nd Objectives Service Ares Mjor Business Systems ICT Strtegy Components Annul ICT Key Performnce Indictors 1. Growing the economy nd protecting the environment 2. Helping young people nd dults enjoy the best possible qulity of life 3. Building sfer nd stronger communities 4. Mking best use of public resources 5. Customer focused Council 6. Finncil Control nd Mngement Regenertion, rods, schools, housing, wste, street clensing, prks Helth, leisure telecre, schools, employment, disbilities, specil needs, culture Childrens, youth nd dults, public protection, housing Strtegy 2014, Bexley First, finnce, property nd lnd Self-service, web, telephony, equlities Stryegy 2014, finncil systems Finncil HR Pyroll Property Plnning Socil Cre Housing Highwys Public Web Childrens Eduction EDRM Electors Democrcy Legl Librries Wste Intrnet Emil Offce Tools Dt Stores Telephony Firewll Security Insurnce Networks ICT Infrstructure Desktop nd lptop computers, Business system servers nd hosting, Centrl storge nd SAN, Locl nd wide re networks, Emil nd unified communictions, Telephony systems, Printing nd scnning, Mobile, 3G nd 4G servics Customer Service nd Access Public website nd self-service, Trnsction middlewre, Voice self-service, Mpping nd sptil web tools Informtion Mngement nd Security ICT Security perimeter nd internl informtion mngement stndrds, EDRM, Dt wrehousing, GCSx complince Cost Effectiveness New wys of working, Strtegy 2014 ICT projects, Bexley First nd ICT ICT Governnce ICT resources nd gtekeeping, ICT supplier mngement, Project nd progrmme mngement Supplier nd Prtners Joint working nd shred services, Led ICT prtners nd suppliers Public sector networks, Softwre nd hrdwre suppliers 1. ICT stisfction desktop, business systems nd network services. 2. Supplier performnce contrcted service levels. 3. Infrstructure nd security virtulistion nd ICT policy complince. 4. ICT service desk performnce cll volumes

14 Appendix B Bexley Informtion Systems Strtegy 2014/15 to 2015/16 High Level Schem Mster Dt Lyer Mjor Business Systems Lyer Reporting Lyer Lnd nd property Dt Customer Dt Externl Dt Employee Dt Corporte Democrcy Legl Reporting Dt Wrehouse Finncil HR Pyroll Property Plnning Socil Cre Housing Highwys Public Web Childrens Eduction EDRM Electors Librries Wste Intrnet Emil Offce Tools Dt Stores Telephony Firewll Security Insurnce Network Control Dt Observtory Business System Business Business System Reports Reports System Reports Web Users Multi-system dt dt reports reports dt reports Offcers

15 If you would like the informtion in this leflet in different formt, plese cll nd sk for Communictions/Grphics. The reference to quote is /7.14 Listening to you, working for you

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