Agenda item

Report of the Head of the Joint ICT Service Delivery Manager

Joint ICT Committee considered the Quarterly Service Report for the period January to March 2020.  Member were assisted in this by the Joint ICT Service Delivery Manager, who explained the performance information.

The Joint ICT Service Delivery Manager began by pointing out the high number of service requests which had been received. These requests were partly the result of the major upgrades to servers and virtual desktops that had taken place during January and February 2020. There had also been a large number of requests for remote working, following on from the Coronavirus (Covid-19) outbreak, in March 2020.

Members learned that the number of outstanding calls for non-urgent support had grown during the quarter.  Joint Committee heard that the number of outstanding calls might increase still further, as the Service would have to continue prioritising business continuity for the partner organisations. There would also be temporary reductions in capacity, as Joint ICT Service staff took leave that had to be delayed because of the pressure of work.

Members considered the ‘Loss of Service’ incidents which had occurred during the quarter. Joint ICT Committee noted that all of these incidents had been resolved within the time limits set by the Service Level Agreement (SLA).  Although there had been no ‘Priority One’ incidents, or incidents which had either affected a service delivered to customers or impacted on staff from across a number of service areas, there had been a greater than expected number of incidents which had affected multiple users of a single system or service area.

Joint ICT Committee heard about the project work that had taken place and the progress which had been made on specific initiatives. In this context, Joint Committee learned that user-training on the Bolsover District Council (BDC) Open Housing Project was in progress, with the implementation date for the project now expected in September 2020. Joint ICT Committee also heard about progress with the Electronic Document Management System at Derbyshire Dales District Council (DDDC) and how in the Missed Bins Reporting System, for North East Derbyshire District Council (NEDDC) had been completed. 

Members thanked the Joint ICT Service Delivery Manager for her contribution. Joint Committee then discussed the performance report.  As part of this, they considered the   Joint ICT Service budget and the 2019-20 financial year underspend which had occurred. In particular, Joint Committee considered the specific reasons for this and how the unspent funds might now best be re-allocated. There was a consensus that the funds ought to be retained and used in ways that would benefit the Service.

Joint ICT Committee asked that specific improvements proposals to be drawn up for Members to consider and, if appropriate for the Joint Committee to then make specific recommendation to the three constituent Councils on how the unused funds be used.

Joint ICT Committee also discussed the progress made towards developing a cost saving plan to help reduce ICT costs to the partner organisations. Members heard how the tender process had been completed for a new joint Internet connection, which would deliver cost savings of £4000 per annum. In addition, they were informed about the new Multi-Functional Device Contract and the significant cost savings that this would deliver for BDC and NEDDC.

RESOLVED –

(i)            That the service report be noted

(ii)          That the Joint ICT Committee receives a further report setting out possible service improvement proposals to be funded from the 2019-20 Joint ICT Service budget underspend;

(iii)         That following consideration of this further report, the Joint ICT Committee determines whether to make specific recommendations, to Bolsover District Council, Derbyshire Dales District Council and North East Derbyshire District Council on the use of the 2019-20 Joint ICT Service budget underspend.

(Joint ICT Service Delivery Manager)