Agenda item

Report of the Joint ICT Service Delivery Manager.

The Joint ICT Committee considered the Service Report. This covered the third quarter of the financial year – October to December 2020. Members were assisted in this by the Joint ICT Service Delivery Manager, who explained the performance information.

The Joint ICT Service Delivery Manager explained that there had been 275 more requests or incidents a month compared with last year, this was due to additional demands caused by the Covid-19 pandemic.

The number of outstanding calls had remained consistently high since March last year and most of these were for service requests rather than incidents. The high volume of outstanding calls would have a negative effect on the service meeting its Service Level Agreements (SLA). As older calls were resolved there would be an increased percentage of calls which fail the SLA.

The Joint ICT Committee was informed that there had been 22 priority 2 outages and no priority 1 outages, this was down from the last quarter.

The Joint ICT Service Delivery Manager explained that Joint ICT Project Time remained high over the last quarter. The percentage of time that had been spent on projects was on average 38.6% above the 35% target during quarter three.

As well as this, the Joint ICT Committee heard that transport costs had reduced as a result of the Covid-19 pandemic, and the tender in progress for the new joint internet connection would deliver cost savings of £2935 per year and yield improved internet bandwidth when it comes into effect in September 2021.

The Joint ICT Committee then discussed the report. In particular, Members inquired as to why there had been a large drop in Incidents Resolved within SLA target time for Derbyshire Dales District Council in May 2020. The Joint ICT Service Delivery Manager informed Members that she would interrogate the numbers and report back to them.

Members also discussed the adoption of the Microsoft Office 365 system and its compatibility with existing tablet and other devices issued to Councillors. They heard of the ongoing work that would take place to ensure smooth transition.

Members also requested a percentage breakdown for the additional 275 requests that had been received a month when compared with last year.

There was further discussion around the reduced travel costs as a result of the Covid-19 pandemic. Members heard that due to the fact a majority of meetings were now happening virtually, there was less travel between sites and an increase in remote working. This was forecast to save roughly £60,000 for Bolsover District Council. Due to the forecast savings, and reduced emissions, Members discussed the possibility of continuing remote meetings in the future.

The Joint ICT Committee applauded the determination and efficiency of the Joint ICT Service, and their demanding work during the current Covid-19 pandemic.

RESOLVED

(1)            That the Joint ICT Committee noted the Joint ICT Service Report for the period October to December 2020.

(2)            That the Committee receive further details explaining the reasons why a high volume of incidents failed the SLA for the Derbyshire Dales District Council in May 2020.

(3)            That the Committee receive further detail explaining the additional 275 requests received a month when compared to the same period in prior years.