Trust Board Meeting May For approval and feedback. David Johnson Assistant Director ICT. Keeley Townend ICT Director. Auditors Local Evaluation:

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1 Trust Board Meeting May 2009 Paper Ref: Title: Summary: IT/Information Governance Report This report provides an update on the ICT services and projects including Information Governance. The Key Performance Indicators (KPIs) for the ICT service are attached. KPIs are included for each management area. The KPIs are currently under review ready for the new financial year. Action Required: Author: Accountable Director: FOI Status: For approval and feedback. David Johnson Assistant Director ICT Keeley Townend ICT Director Public Business Report: Performance Report ICT RAG Status: Green Strategic Objective: Assurance: Standards for Better Health: Quality Domain Governance Core Standard 7 & 9 Auditors Local Evaluation: 5.3 Monitoring and reviewing performance, including data quality Performance: Clinical Performance Indicators: N/A Business Plan Objective: 42,49 Assurance Framework: Risk Management Scheme for Trusts: N/A Page 1 of 10

2 ICT Performance Report January Purpose 1.1 This report provides an update to the Board on the services provided by ICT and the key projects and developments. 2 General update 2.1 ICT is divided into four management units Service Desk, Infrastructure & Systems, Project Delivery and Voice Communications. The Team provides support for the Trust s Communication Centres in Access and Response, Patient Transport Services (PTS) and their communication links to Operational Staff, Stations, Hospitals and Vehicles. 2.2 The Trust completed its Information Governance Toolkit return in March with a score of 67% - up 5% on last year s return. The target was 70% but some additional work is required around the implementation of the Trust s clinical records management procedures. 2.3 Currently 38.6 whole time equivalents (WTEs) are funded. The team had three vacancies at the end of March The ICT team currently provides support to Yorkshire and Humber NHS organisations and the National Library for Health for the patch-wide e-learning environment. Funding for this has recently been increased and extended for another 12 months and now covers two WTE for 12 months. 2.4 Kingston Communications (KC) has sub-contracted their statutory responsibility to provide a 999 call handling service to British Telecom (BT). This change has helped by providing address information on callers in the Hull area via the BT Enhanced Information Services for Emergency Call Centres (EISEC). The Address location Key Performance Indicators (KPIs) has improved. This change, along with improvements to the way Centricity works, has meant an increase in the Trust s Call Connect percentage sample. 2.5 Ongoing projects include the completion of the YAS Communication Centres Virtual Telephony infrastructure, the Central move to the C3 CAD system, the National Programme for Information Technology (NPfIT) provided Emergency Care Summary (ECS) electronic patient report and the Analogue Radio Replacement Programme (ARRP). 2.6 The ICT team are supporting with a number of PTS projects as part of the overall PTS Redesign Programme, these include: Personal Digital Assistants (PDAs) for the Patient Transport Service (PTS) vehicles, the redesign of the PTS Communication Centre, Single PTS Database and PTS on-line bookings. 2.7 The ICT Team has recently had an initial audit from the new external auditors Deloitte; this covered IT Security, Information Governance, Systems, IT procurement and supplier management. 2.8 There have also been four internal audits completed recently. Three audits provided Significant Assurance, these were: Patient Transport Service System, Security Policy and Information Governance Toolkit. The audit on Clinical Records Management found only Limited Assurance and a project is currently being put together to address the highlighted concerns. Page 2 of 10

3 2.9 The Service Desk performance is beginning to improve with fewer calls being abandoned and quicker incident resolution. The Service Desk is now fully staffed. Also the service desk software has now gone live across YAS and additional functionality will come online over the next few months including Self Service and Customer Quality Surveys The development of the key performance indicators (KPIs) will help the team focus on service delivery and demonstrate improvements over time. The KPIs cover the four key management units along with information governance, which is supported through the Business Intelligence team The appendices attached provide specific details. Next Steps 2.12 Internal Audit are tasked with some work to review and benchmark the current ICT KPIs All ICT Personal Development Reviews (PDRs) for have been completed and six monthly reviews are currently being scheduled in The next three to six months key activities for the ICT team are: Implement the final stage of the Virtual Call Centre infrastructure for North and South. New telephony and call management systems for the North Communication Centres. Completed Business Continuity Plans for ICT Strategy for and input to in to the PCTs Operating Framework. Electronic Care Summary (ECS) reports developed for Clinical Audit and National Clinical Performance Indicators (CPIs). Digital Radio rollout into the North and the implementation of the interim Integrated Communications & Control system (ICCS). Restrictions placed on the use of non-approved, unencrypted removeable media. Net Consent rolled out to first adopters. Information Governance Toolkit v6 completion (July 2009), Standards for Better Health C09, C13c and Auditors Local Evaluation (ALE) Data Quality Assessment. PTS PDAs, Single Server and Communication Centre changes. Initial installations of the Controlled Drugs project station access controls. Telephony billing analysis. Page 3 of 10

4 3 Recommendations 3.1 The Board is asked to note the ICT update and take assurance from the activities and KPIs. 3.2 Feedback on the KPIs and any requests for further information would be welcome. 4 Appendices Appendix A Service Desk KPIs Appendix B Current main ICT Project involvement Appendix C Infrastructure & Systems KPIs Appendix D Voice Communications KPIs Appendix E Information Governance Activity and Status Page 4 of 10

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