SRS Deep Dive

Member’s Seminar

February 23rd 2015

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

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

Summary Costs

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 Data Centre

What does a rack look like … ?

What does a data hall look like … ?

What does the data centre look like … ?

What do the supporting areas look like … ?

The Component Parts

The Collaborative Structure

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

The Component Parts

Networks and Connectivity

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

The Component Parts

The Systems

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

The Component Parts

Customer Service

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

Service Desk and Self Service

The Future of the SRS

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.

SRS Governance

Governance, Reporting & Scrutiny

• Leadership Team

• ICT Delivery Board

• SRS Board

• WAO

• Torfaen Audit Services

• Scrutiny Committee