Agenda item

Quarterly Service Report on the Joint ICT Service (covering Qtr 3) (Oct 2021 to Dec 2021)

Report of the Joint ICT Service Delivery Manager.


Joint ICT Committee considered the Service Report for Quarter Three of the 2021-2022 financial year (October to December 2021).  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 explaining that the number of incidents and service requests raised had remained stable during the Quarter. However, the total number of outstanding calls for the year as a whole continued to be high. In this context, Members were reminded of the significant increase in service requests as a result of the Coronavirus (Covid-19) outbreak, with more staff working from home and requiring assistance from the Joint ICT Service.


Members heard about the current backlog of outstanding calls, or un-met requests for service. Joint Committee recognised that that this could make it difficult to achieve the Service Level Agreement (SLA) targets for the year, as older calls outside of the SLA targets were resolved. However, during the Quarter the Service Level Agreement for resolving incidents within the target time had been achieved at all of the partner authorities. The ‘First Time Fix SLA target had also been exceeded during the Quarter. Members welcomed this.


The report provided information about Service Outages.  There had been no ‘Priority One’ incidents, with the most serious impact on service users or their customers, during the Quarter.–


Joint ICT Committee considered the project work which had taken place and the progress made on specific initiatives.


Members were informed that for Derbyshire Dales District Council the new website for Economic Development aimed at businesses and growth had now gone live. Joint Committee also heard and discussed the Server Room electrical modifications to ensure an un-interruptible power supply that had taken place and the contribution this would make to business continuity.


Members were informed that Phase 2 of the Bolsover District Council Open Housing system was now progressing. Joint Committee also heard about upgrades to various systems.  These included improvements to the Revenues and Benefits Service Content Management System. 


Joint Committee was informed of various Business Application upgrades which had taken place at North East Derbyshire District Council.  These included a Clay Cross Town Development Website and improvements to the Income Management System.


Members thanked the Joint ICT Service Delivery Manager for her contribution. Joint ICT Committee then discussed the performance report. As part of this, Members considered the schedule of projects which the Service was due to carry out.


Members then considered the Joint ICT Service Budget. They noted that this had been underspent for the 2021-2022 financial year as a whole.  Joint Committee considered the specific reasons for this and noted that it would be asked to consider how any underspend should be reallocated.


Joint Committee then considered the Savings Plan. Members were reminded that the NEDDC telephony to ‘SIP’ (Internet telephony) would generate savings, but that further action would be required to achieve these.


RESOLVED - That the Joint ICT Committee noted the Joint ICT Service Report for the period October 2021 to December 2021.

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