Agenda item

To introduce to the Select Committee the Council’s ICT and Digital Services Strategy for the next 3-years (2017-2020).

Kevin Griffin introduced the report to the Committee and delivered a presentation to provide a high level overview of the ICT and Digital Services Strategy.

Kevin Griffin highlighted the opportunities which would help deliver the Strategy:

•      100% broadband coverage by end 2017

•      4 out of 5 adults owned a smartphone

•      People were used to transacting online with public bodies (Mod.Gov services)

•      Things were getting ‘smarter’ (Internet of things)

However, there were a number of constraints which could affect deliverability such as reduced budgets and cyber security. In addition, meeting technological demand could be challenging if vendors did not move at a suitable pace to deliver new solutions/systems.

Members suggested that there could be similar applications in the market readily available which the Council could amend, according to the Council’s specific needs, to help meet demand. Kevin Griffin advised that current systems were sufficient for performing tasks which meant that the ICT solutions were not required at this present moment. However, the potential limitation should be noted.

The key principles, set within the Strategy, focused around: cost effectiveness and cost saving; safety and security; customer centricity; and innovation and agility. It was important that innovative solutions were encouraged and explored.

Members heard that the Strategy detailed ways in which the Council could harness opportunities to partner with providers in order to maximise community benefit. The Committee heard that the provision of free WIFI (for an introductory period) was seemingly well received in other towns and this offered financial opportunities to the Council. Councillor Ian Morrin suggested that Members should be mindful of the footfall in West Berkshire versus other areas where the scheme had been introduced.

Kevin Griffin explained that a cloud based infrastructure would offer increased resilience within the Council; if core office applications resided within the internet based solution staff would have access to essential systems irrespective of whether the on-premise business systems were compromised. It was estimated that approximately 80% of staff would benefit from this proposal. Through discussions with the vendor the Council could ensure that the solution offered a suitable level of security – which would be essential considering that some of the Council’s core applications could contain sensitive information.

The cloud based solution would also offer an alternative Critical System Disaster Recovery (CSDR) process. The proposal considered that the cloud would enable systems to be made available within a quicker timeframe (compared to the existing arrangement). The solution would cost more than the current process however it would be more responsive to the Council’s needs.

In response to questions asked by Members, Kevin Griffin stated that the cloud project could not use capital funding on the basis that the Council would not own the cloud based solution.  He also advised that Microsoft Office could not be replaced because it integrated with existing systems used within the Council.

Members heard that the Strategy considered improving communication through options such as: increased use of audio and video conferencing; increased use of social media; video streaming meetings and maximising digital customer contact channels. Kevin Griffin explained that the Council was a multi-focused organisation which presented challenges in terms of varying demand and costs for solutions. Therefore, it would have to be perfectly clear why changes were required and the benefits it would entail if agreed.

The Strategy focused on a shift towards increased use of ‘self service’ channels. The proposal reinforced a developing need to shorten the route between initial contact and fulfilment. Page 26 of the Strategy provided a schematic diagram of the current contact route and the proposed, reduced route. It highlighted that, through the development of self service systems, there could be a reduced need for specialist staff who incurred higher costs.

Members thanked Kevin Griffin for his presentation and report.

Councillor Lee Dillon asked whether there should be mention of joint procurement within the Strategy as this provided a better platform to negotiate costs with vendors. Kevin Griffin stated that this was an opportunity he would want to harness and that this was discussed with Berkshire Peers however, it was not always possible due to timing of contract reviews etc.

Councillor Dillon suggested that the strategy included a specific focus on the advanced use of social media and improved internet so that ‘Tweets’ and videos could be effectively shared. He suggested that it would be useful if the Committee revisited the topic in 18 months to consider its effectiveness and progress.

Councillor Morrin highlighted that the Strategy focused on customer centricity however; Kevin Griffin had explained that the Council would need to focus on ‘burning platforms’ first. He suggested that this approach would contradict the strategy. Kevin Griffin acknowledged the comment and advised that demand and costs were constraints that the service was aware of.

Kevin Griffin advised that the ICT Service could not wholly implement the Strategy and that it was essential to have the engagement and cooperation of the wider Council. Councillor Emma Webster asked whether the Committee could offer support to encourage other parts of the Council to engage with the ICT Strategy. Kevin Griffin advised that it would be useful if teams/staff suggested changes and felt empowered to contact the ICT Service with their ideas. Councillor Webster proposed that the staff survey incorporated questions to encourage innovative solutions from front line staff.

Resolved that:

1.    The Strategy would be considered in 18 months time.

2.    It be requested that the staff survey would include questions to capture innovative ICT solutions.