srs deep dive - torfaen county borough councilmoderngov.torfaen.gov.uk/documents/s5594/appendix...
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Torfaen CBC - ICT Scope
“The study or use of systems (especially computers and
telecommunications) for storing, retrieving, and sending information.”
© Oxford University Press
• Data Centre
• Collaborative structure
• Network for Transporting Data
• Systems Development & Maintenance
Where We Started April 2009
• Age of:
• Servers
• Network
• Systems
• Desktop computers
• Requirement for Baseline Assessment
• Review of Delivery Model / Collaboration
Where We Started April 2009
• Decision to:
• Modernise
• Rationalise
• Centralise
• Collaborate
• Relocate
• Major Change Programme for County Hall Closure
The Journey
• June 2010 – Constructed the Server Room at Ty Cyd 1, new staff
structure.
• June 2011 – Rationalised and transferred systems and data to Ty
Cyd 1.
• July 2011 - Signed the MoU.
• March 2012 – iLearnWales delivered
• Feb 2012 – Commenced Implementation of PSBA network.
• March 2013 - ISO Accreditation at Ty Cyd 1.
• July 2013 - SRS COO weekly updates commenced.
• July 2013 - Performance Framework Model introduced.
• July 2013 - Contract for consolidated storage solution (TCBC &
MCC).
• Oct 2013 - Change Management Procedures implemented.
• Nov 2013 – Commenced Strategic Review.
The Journey
• Nov 2013 - Disaster Recovery Solution Implemented (TCBC &
MCC).
• Dec 2013 – Establishment of ‘SRS Connects’.
• Jan 2014 – TUPE transfer of Gwent employees to Torfaen CBC.
• March 2014 – Combined VOIP Telephone solution.
• April 2014 - Integration of Service Helpdesk.
• April 2014 - ISO Re-Accreditation
• May 2014 – Revision of Financial Procedures.
• July 2014 – development of each members ICT programme boards.
• July 2014 – ICT Commissioning requirements issued.
• Sept 2014 – MOU documentation review.
• Sept 2014 – Successfully delivered NATO functionality.
• November 2014 – Menus Count Delivered
• December 2014 – Single call queue
The Cost Summary
• The 2014-15 budget was £3,106,378.
• Current forecast is to come in under the 2014-15 budget resulting in
capacity to create further improvements / savings.
• The budget requirement for 2015-16 is over £150k less than 2014-15 due to
improvements in process and working practices.
• The SRS breaks down into three key areas of spend which are:
– People providing services
– Support contracts for the things you use
– Network costs communication lines you use
Value For Money
• We will be making further improvements and making additional savings
throughout 2015-16 to ensure we meet the 2016-17 savings targets as they
become known.
• SOCITM Consultancy
• Service Quality & Benchmarking
• Progressing collaboration with fourth SRS partner
The structure costs
Mgt Team £144,000
Server Team £150,000
Network Team £90,000
Apps Support Team £170,000
Developers £110,000
SIMS team £72,000
Primary / Secondary Educaion Team £150,000
Core Education Team £160,000
Change Manager £37,000
Training £35,000
Service Desk £143,000
Inf Sec / CCTV £250,000
Repairs £100,000
Moves and Installs £77,000
Back Office £105,000
£1,793,000
What Price Collaboration?
• Cost
• Set up Cost / Investment
• Management Focus
• Maintaining relationships with partners Aligning priorities
• Taking Staff on the journey
• Giving up power for influence
• Gains
• Economies of Scale
• Service gains for one organisation rolled into other organisations
free of charge
• Enabler for Service Integration
Current Service Challenges
• Maintaining Old Equipment & Systems
• Competing Priorities
• High Expectations
• Reducing Resources
• Late Requests for Change
• Scope creep and project requirements
Current Network (85 Connected TCBC Sites)
Item Description Additional Description - Site Name Annual Amount Item Description Additional Description - Site Name
Annual
Amount
100MB - Recurring Charge Brecon Court £4,959.36 1GB - Recurring Charge St_Albans_Comprehensive £12,876.39
8MB - Recurring Charge The Woodlodge Cabin £1,516.00 10MB - Recurring Charge St_Davids_RC_Primary £1,458.90
1GB - Recurring Charge Abersychan_Comprehensive £12,876.39 10MB - Recurring Charge Stadium_House £2,773.88
10MB - Recurring Charge Abersychan_Library_(Core_Link) £1,458.90 10MB - Recurring Charge Talygarn/Ty-Sirol_(County_Hospital_site) £1,458.90
10MB - Recurring Charge Ashley_House £1,458.90 20MB - Recurring Charge Torfaen_Training £2,939.60
10MB - Recurring Charge Citizens_Advice_Bureau_(CAB_Office £1,458.90 10MB - Recurring Charge TY_GLYN £1,458.90
10MB - Recurring Charge Coed_Eva_Infants £2,773.88 10MB - Recurring Charge Ty_Nant_Ddu_Day_Centre £1,458.90
10MB - Recurring Charge Coed_Eva_Junior £2,773.88 10MB - Recurring Charge Victoria_Primary £1,458.90
10MB - Recurring Charge Communities_First_Thornhill_Leadon_Court £1,458.90 10MB - Recurring Charge
Wesley_Street_Community_&_Family_Support_Cent
re £1,458.90
1GB - Recurring Charge Civic_Centre_Pontypool £12,995.14 1GB - Recurring Charge West_Mon_Comprehensive £12,344.35
1GB - Recurring Charge Civic_Centre_Pontypool £12,995.14 10MB - Recurring Charge Woodland_Primary_(formally_infants) £2,773.88
10MB - Recurring Charge Croesyceiliog_Infants £1,458.90 10MB - Recurring Charge Ysgol_Gymraeg_Cwmbran £1,458.90
100MB - Recurring Charge
Customer_Care_Centre_(General_Rees_Square,_Cwmbr
an) £5,328.09 100MB - Recurring Charge Nant_Celyn_School £4,968.63
10MB - Recurring Charge Cwmbran_Community_council £1,458.90 Contribution to Shared Cost - Recurring Charge Contribution to Shared Cost £35,719.00
10MB - Recurring Charge Cwmbran_Day_Centre £1,458.90
Recipient Organisation Provided - Recurring
Charge Blaenavon_SRC_(Data_Centre) £717.24
10MB - Recurring Charge Cwmbran_Library £1,458.90
Recipient Organisation Provided - Recurring
Charge Blaenavon_SRC_(Data_Centre) £717.24
10MB - Recurring Charge Cwmbran_Stadium £1,458.90 10MB - Recurring Charge Fairwater_Abuse_Centre £2,055.70
10MB - Recurring Charge Cwmbran_Two_Locks_Nursery £1,458.88 10MB - Recurring Charge The_Nook £1,551.70
10MB - Recurring Charge Cwmffrwdoer_Primary £2,773.92 100MB - Recurring Charge Llanyrafon_Manor_Farm £2,939.61
1GB - Recurring Charge Fairwater_Comprehensive £10,918.35 100MB - Recurring Charge Blaenavon_Campus £2,783.37
10MB - Recurring Charge Fairwater_Infants £1,458.90 1GB - Recurring Charge Powerstation £2,773.88
10MB - Recurring Charge Fairwater_Junior £1,458.90 1GB - Recurring Charge Crownbridge_Special £10,692.24
100MB - Recurring Charge Garnsychan_Partnership £7,719.02 1GB - Recurring Charge Greenmeadow_Community_Farm £2,773.88
10MB - Recurring Charge Garnteg_Primary £1,458.90 10MB - Recurring Charge Ysgol_Bryn_Onnen £2,626.88
10MB - Recurring Charge George_Street_Primary £1,458.90 Internet Feed - Recurring Charge Shared_Resource_Centre £4,095.00
10MB - Recurring Charge Greenmeadow_Primary £2,773.88 1GB - Recurring Charge Shared_Resource_Centre £789.76
10MB - Recurring Charge Griffithstown_Infants £1,458.90 10MB - Recurring Charge Cwmbran_RC_Primary £2,571.24
10MB - Recurring Charge Griffithstown_Junior £1,458.90 6MB-Recurring Charge Trevethin Resource Centre £1,322.80
10MB - Recurring Charge Henllys_Church £2,773.88 Internet Feed - Recurring Charge Shared_Resource_Centre £16,380.00
10MB - Recurring Charge Highway_Adult_Training_Centre £1,458.90 10MB - Recurring Charge Padro_Pio_school_line £1,458.92
10MB - Recurring Charge Innovation_Centre £2,773.88 10MB - Recurring Charge Ponthir_CV_Primary £2,626.92
10MB - Recurring Charge Kemys_Fawr_Infants £1,458.90 1GB - Recurring Charge Ysgol_Gynfun_Gwnllyw £12,851.84
1GB - Recurring Charge Llantarnam_Comprehensive £10,918.35 10MB - Recurring Charge Flying_Start_Abersychan £1,541.64
10MB - Recurring Charge Llanyravon_Primary £1,458.90 Multi Occupancy Site Share - Recurring Charge Flying_Start_Abersychan £340.00
10MB - Recurring Charge Maendy_Primary £1,458.90 10MB - Recurring Charge Flying_Start_Cwmbran £2,616.84
10MB - Recurring Charge New_Inn_Family_Learning_Centre £1,458.90 Multi Occupancy Site Share - Recurring Charge Flying_Start_Cwmbran £340.00
10MB - Recurring Charge Oakfield_Primary £1,458.90 10MB - Recurring Charge The_Studio £2,045.64
100MB - Recurring Charge Operational_/_Contract_Services_Depot £7,279.78 4MB - Recurring Charge Flying Start £1,198.52
10MB - Recurring Charge Pontnewydd_Primary £1,458.90 10MB - Recurring Charge Cold Barn Farm Community Centre £1,032.52
10MB - Recurring Charge Pontnewynydd_Primary £2,773.88 Multi Occupancy Site Share - Recurring Charge Flying Start £340.00
10MB - Recurring Charge Pontymoile_Primary £1,458.90 Multi Occupancy Site Share - Recurring Charge Ysgol_Gynfun_Gwnllyw £340.00
10MB - Recurring Charge Settlement_Community_Education £1,458.90 Multi Occupancy Site Share - Recurring Charge Blaenavon_Campus £340.00
100MB - Recurring Charge Blaenavon Library £2,254.16
Systems Support Contracts
• Hardware support of around £25k for servers and network switches
across the data centre and TCBC sites
• Software support contracts totalling £442k with the key areas
being:
– Email vault £30k
– Microsoft server, desktop and Office software £290k
– Citrix £35k
– Firewall protection £15k
– Safend protection £10k
– Virtualisation software £25k
– The remainder are all small contracts
Service Desk Philosophy
• One collaborative system, shared with wide than Public Sector
• One collaborative team
• One telephone number
• New contact centre solution
• Re-purposing roles
• The future of the Service Desk
Service Desk Demand
w/c 24th October 2014
@Team OPCC MCC TCBC
Applications/Database Support 25 17 26
Back Office Support 6 9 16
Desktop Support 32 16 27
First Line (Service Desk) 245 237 189
Network Support 23 7 7
Second Line Support 12 11 18
Server Support 15 6 6
Grand Total 352 294 273
Number of calls open at end of
week
69 54 104
% calls resolved within First Line 71.4% 83.2% 71.6%
Classification Name
Local Software
Windows OS
PC
Network Drive/Folder/File
Password Reset
Niche
Extranet
Microsoft Office - Outlook
BlackBerry - Password
Reset
ORIS
Further SRS Partners - LA
The SRS is structured with a Policing lead and a Local Authority lead.
Local Authority Sector
• The SRS COO has been asked to provide an ICT Leadership
function for Blaenau Gwent ICT.
• Currently performing a review of ICT provision.
• A paper will be developed over the coming six months in support
of a move into the SRS to be the fourth partner.
Further SRS Partners - Policing
Policing Sector
• Big advances made in technically connecting SWP and GP
during the ICT JOINS project work.
• The next step is to evaluate what a single ICT provision could
look like as there are benefits of having one network, one log in
account, one mail account, one system and so on.
• “One SRS” is one of the strategic objectives of the SRS and we
encourage these discussions between PCC’s and ACPO teams.
• SWP ICT should be the fifth SRS partner.
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