Herramientas de la Manufactura Esbelta

IMPROVEMENT DESCRIPTION Performance Management

We will measure and track our customer’s levels of satisfaction and perceptions of the existing services. CI publishes PIs and analytical information on the CI Business Improvement section of the Corporate Intranet. Appropriate corporate stats will also be published via the council’s performance management systems.

Innovation Innovation is about addressing problems in new and original ways that better meet the needs of customers, promoting innovation from within the council, providing support to staff to proactively take innovation ideas through a development journey from proof of concept, defining the benefit to be realised.

Financial Scrutiny Financial probity is assured via regular budgetary meetings with the Service’s support accountants.

Internal Audit& Audit Scotland

Corporate Infrastructure policies, procedures and service level statistics fall under regular scrutiny not only from the council’s Internal Audit service but from external sources such as Audit Scotland, the Cabinet Office and SOCITM. Corporate Infrastructure must ensure that they adhere to all regulatory and statutory requirements and aim to follow recognised best practice whenever possible. Also, the service must manage finances to the highest standards and aim to achieve the best possible value for public money.

Consultations, User Survey

Corporate Infrastructure’s ICT function is represented on the council’s Corporate Engagement Steering Group which oversees all public consultation efforts and engagement. The council’s 3-yearly Residents’ survey is also used as a tool for

consultation on the future direction of ICT provision with respect to Digital First / Channel Shift. Online feedback mechanisms are utilised for both internal and external consultation and web stats are examined to identify trends and areas for development.

R

OADMAP

This Roadmap provides an overview of the strategic priorities for the council’s ICT function over the forthcoming 3 years. As such, it does not provide a comprehensive list of all ICT projects & developments or support commitments. There will also be a programme of renewal of several ICT systems that are coming to end of life across the period. With constant change it is difficult to predict even the next 3 years,

nevertheless we must plan as best we can and the Roadmap will be subject to annual review by ICTSG. The Roadmap is split into 2 sections: Section 1 - currently defined Projects up to 2017 for which budgetary provision has already been identified; and Section 2 - Programmes & Trends reflecting the expected future direction of travel. Where it is judged probable that there will be ongoing works extending beyond the current Project it has been indicated with an additional end date of 2020 which is the lifetime of this Strategy.

Section 1: Projects

Project Description Workstream / Driver Phase

1 Resilience and Infrastructure

There will be an ongoing programme of work to upgrade infrastructure and improve ICT resilience. Several elements already planned e.g. replacing main network switch, voice & data network switches, renewal of Sophos anti- virus, patch management (Languard), VMWare servers and additional capacity for SAN.

ICT Improvements PSN

2014 – 2016 (2020)

2 Schools Networks Reconfiguration of schools and corporate networks to meet PSN and curricular requirements.

PSN

Education ICT Strategy

2014 – 2015 (2020)

3 Desktop Refresh Replace all XP PCs and servers and standardize on Windows 7 & Office 2010.

PSN 2014 – 2015

(2020)

4 Information

Governance and Email Classification

(Protective Marking)

Meet the demands of Information Governance by revising the council’s Protective Marking solution in line with Scottish Government guidelines.

PSN 2014 – 2015

5 IT Helpdesk Implement new IT Helpdesk software and procedures

5 Webcasting / streaming of council meetings

The council will tender for a managed service for live and archival streaming of council meetings.

Transformation 2014 – 2015 (2020)

7 Property Portal Extend inhouse provision to replace current Linknode system and provide secure access for senior officers, elected members and the public ICT Improvements Transformation 2014 – 2017 (2020) 8 Roads Minor Framework system

Extend system to more local authorities and specify and redevelop the system.

ARA 2014 – 2017

(2020)

9 WAN Upgrades and

enhancements to existing WAN infrastructure, including high-speed broadband, radio links and wi-fi.

ICT Improvements 2014 – 2017 (2020)

10 Social Work Systems Upgrade / replace Swift system to support GIRFEC, Data Sharing etc

Integration of Health & Social Care

2014 – 2017

11 Guest Wi-Fi Provide a secure, PSN- compliant solution to allow internet access for council guests via wi-fi. For use e.g. in leisure facilities and potentially council chambers for the public.

ICT Improvements 2015 – 2016

12 Intranet enhancements The corporate Intranet needs to be rationalised and have its design

enhanced for ease of access

ICT Improvements 2015 – 2016 (2020)

13 Unified

Communications

Provide modern business tools that enable improved communication in support of flexible working, enhancing collaboration across a wide geography and anytime, anywhere.

ICT Improvements 2015 – 2016 (2020)

14 Customer Contact support systems, incl CRM

Introduce Customer Relationship Management (CRM) and compatible telephony systems to support the Customer

Customer Contact Transformation

2015 – 2017 (2020)

Contact Centre and Hubs as part of the council’s Transformation Strategy.

15 Housing Asset Services’ Repairs system

Housing Asset Services has identified that the Servitor system is unsuitable for current and future needs and is likely to be substantially upgraded or replaced.

Transformation 2015 – 2017

16 Single Sign-On (SSO) and Federated Identity

Implement a solution to allow secure single sign on credentials across several applications where

appropriate and as security guidelines allow; allow identity to be carried across networks via identity management solutions and two-factor authentication.

PSN 2016 – 2017

(2020)

17 Voice / Telephony Enhance corporate

telephony network; extend VOIP provision; add greater resilience.

ICT Improvements 2016 – 2017 (2020)