Information & Communications Technology (ICT) Strategy 2009-2012

Executive summary

Introduction and context.

The purpose of this document is to define the Thanet District Council ICT Strategy for the years 2009 to 2012. It builds upon work already undertaken and the key principles of how ICT can be used to effectively support the delivery of the Corporate Plan objectives.

This strategy is intended to be flexible so that ICT developments are not constrained by it but can change in line with advances in technology and changes in Council priorities, whilst still having a clear framework within which to operate. It aims to provide a framework for the delivery of innovative services to our customers, to build a reliable and resilient technical infrastructure which is both cost-effective and sustainable, and to keep environmental costs to a minimum.

The period covered by this strategy (2009 -2012) is likely to bring significant challenges and changes for Thanet District Council as it balances increasing demands for services against increasing pressure on resources. Customer expectations are increasingly to have services delivered on demand by a method of their choosing. Thanet’s Gateway Plus, the Thanet Service Centre and online payments already play their part in improving customer choice. During the period of this strategy there are likely to be requirements for technology to develop these services further and support new and innovative delivery methods.

Current position.

IT Services is part of the Customer Services and Business Transformation directorate and following some re structuring during 2008/9 has a total staff of thirteen. The team consists of the ICT Manager, Assistant ICT Manager, Infrastructure Manager, one Infrastructure Support Officer, two ICT Development Officers, five ICT Support Officers and two Service Desk Officers. The team works closely with the Corporate Business Systems team who are responsible for web development, application integration, GIS and document image processing, workflow and records management systems.

Thanet District Council is a partner in Kent Connects (the lead technology partnership of fourteen authorities in Kent) and the Kent Public Services Network (a partnership of local authorities, schools, emergency services and Kent County Council all participating in a shared wide area network infrastructure). We are connected to the Government Connects Secure Extranet (GCSx, a method of securely transferring electronic information between the authorities and Government departments).

As a result of previous investment in ICT Thanet District Council has a largely robust and stable ICT infrastructure which has been improved and developed year on year. The Customer Relationship Management (CRM) system is firmly embedded into the Council’s service delivery processes and integrated into the major back office systems enabling many customer enquiries to be dealt with at the first point of contact. Technology has enabled the delivery of services through Thanet’s Gateway Plus, the Thanet Service Centre and online. The Civica W2 document imaging and workflow system has been a major contributor to the Council’s aim to reduce paper and also helped deliver efficiency savings in the Revenues and Benefits service. In order to further deliver efficiencies this will continue to be developed corporately and where possible services will be offered electronically through the Council’s website e.g. online payments, online bookings and web forms.

Servers have been rationalised through the use of VMware virtualisation technologies enabling us to reduce the amount of hardware in our data centre and achieve savings from the consequent reduction in power consumption and cooling required.

Vision.

To provide a first class ICT Service to enable the authority to achieve it’s current and future corporate plan objectives and each department reach their performance targets contributing to an excellent service to residents, businesses and visitors.

Thanet District Council’s Corporate Plan is built around six themes; Thanet’s Economy, Safe Neighbourhoods, Beautiful Thanet, Quality Housing, Healthy Communities and Modern Council.

ICT will be a key enabler to the achievement of the aims of all six of these themes, and a significant contributor to theme six – Modern Council.

It is likely that public services in the future will be very different to today. Demands from citizens, business and visitors, and advances in technology will lead to increased consultation, co-operation and collaboration with other public sector and private bodies to deliver joined up public services in as efficient and cost effective manner as possible. The period covered by this strategy is likely to see a fundamental difference in the way our services are delivered as the Council examines different ways of working and explores partnership and shared services opportunities. Regardless of the delivery arrangements, staff dealing with our front-line services will need to be equipped with the technology, information and training to offer the broadest possible service response.

To achieve this vision, IT Services through the implementation of this ICT strategy, will carry out the following:

Internal Technology Services

• Continue to develop the server and disk storage environment to support the business applications in providing fast, reliable, resilient and secure access to systems and services as the business needs expand.
  
• Improve network access connections enabling better and faster access to centralised systems by those outside of the main offices.
  
• Develop services to facilitate secure access to network services for staff and partners working away from Thanet District Council offices.
  
• Improve the desktop environment by standardising on equipment, software and services and delivering changes to these services securely and quickly when needed.
  
• Undertake research and a feasibility study into the use of Unified Communications (the integration of differing forms of communication into one application) within Thanet District Council in conjunction with other Kent public services.
  
• Research and plan the replacement of the Council’s main telephony system in conjunction with the main stakeholders. (Will also form part of the Unified Communications study).
  
• Undertake research and a feasibility study into the use of thin client (e.g. Citrix) technologies within Thanet District Council Offices.
  
• Implement self serve technology to enable users of ICT services to; log support calls online and track progress, reset network passwords and read and accept ICT policies online.
  
• Undertake research and a feasibility study into the use of Open Source software for use within Thanet District Council.
  

Business Applications

• Work with the Corporate Business Systems team to support the development, implementation and ongoing use of corporate systems across the Council according to business requirements.
  
• In conjunction with Corporate Business Systems enable the transfer of further back office functions into the Thanet Service Centre and Thanet’s Gateway Plus.
  
• Regularly review business applications to ensure they are fit for purpose and provide value for money.
  
• As part of any business case for new applications research the feasibility of using Open Source software or the re use of existing Council software and systems.
  
• Work with stakeholders, partners and suppliers to ensure that where practicable applications, including new applications, are reused corporately and \ or across the wider Kent public sector.
  
• Provide expert technical advice and guidance on projects for new business applications.
  

 Shared Services

• Work with stakeholders, partners and suppliers to develop and enable the technology elements for delivery of shared services.
  
• Work with Kent Connects and Kent Public Services Network (KPSN) to exploit the opportunities created by the KPSN infrastructure.
  
• Work with stakeholders, partners and suppliers to identify and utilise the opportunities of shared infrastructure to facilitate disaster recovery and business continuity processes.
  
• Work with stakeholders, partners and suppliers to exploit the opportunities for joint procurement of software, hardware and services.
  

Environment

• Contribute to Thanet District Council’s environmental strategy through membership of the Council’s Green group and Green Champions initiatives.
  
• Research and implement effective ways of reducing energy use and carbon emissions through the use of technology. e.g. automated shutdown of PCs out of hours.
  
• Work with suppliers and partners to ensure the energy efficiency of ICT equipment in use within Thanet District Council.
  

ICT Delivery and Governance

We will deliver and be accountable for ICT services as follows:

• The ICT budget is set annually and managed by the ICT Manager.
  
• We will comply with Thanet District Council’s ICT Operation Management Policy.
  
• We will provide an ICT Helpdesk function for users to log incidents and requests between the hours of 08:30 and 17:30 Mon to Thurs and 08:30 and 17:00 on Fri excluding public holidays. Email and voicemail facilities will be available to log calls outside these hours.
  
• ICT support and implementation of new services will be delivered in house wherever possible. Where third party support is required, such as for proprietary software, we will engage with suppliers to facilitate knowledge and skills transfer to our own staff.
  
• Hardware and software will be updated, patched and maintained in accordance with manufacturers guidance by the ICT team. Planned maintenance will be carried out outside usual business hours to minimise downtime and disruption to Council business.
  
• We will ensure our ICT staff are well trained by identifying training and development needs as part of Thanet District Council’s staff appraisal system.
  
• We will publish ICT service standards on Thanet District Council’s intranet and review these regularly to ensure their appropriateness.
  
• We will measure our performance against our service standards and also participate in Thanet District Council’s value for money programme to ensure we are delivering our services in an effective and cost efficient manner.
  
• We will work with the Corporate Information Officer to develop effective and efficient information management processes.
  
• In order to contribute to Thanet District Council’s environmental objectives and cost savings we will replace desktop PCs and laptops when they are no longer fit for purpose not at the expiry of any warranty period.
  
• New services will require approval of a business case, and be prioritised by the Service Development Programme Board (SDPB). The ICT Manager and Assistant ICT Manager are members of the SDPB.
  
• We will publish ICT Policies and guidance on Thanet District Council’s intranet and review these regularly to ensure their appropriateness.
  
• Procurement of ICT goods and services will be in accordance with published Thanet District Council Contract Standing Orders.
  
• We will be active members of the Kent Connects and Kent Public Service Network partnerships ensuring Thanet District Council is able to benefit from shared knowledge, initiatives and purchasing power.
  

Outcomes

It is the nature of an ICT strategy that it defines ongoing processes as technology and business needs develop and change. Within that context there are however some clear high level objectives and outcomes in addition to these ongoing processes as follows:

• Implementation and support for ICT systems and hardware will be provided by IT Services and Corporate Business Systems teams, with specialist third party assistance as required.
  
• All software and systems will be patched, updated and maintained in accordance with suppliers and manufacturers guidance.
  
• Where possible routine maintenance will be arranged outside business hours to ensure minimum disruption to services and maximise system availability.
  
• ICT will contribute to ongoing shared services and efficiency initiatives.
  
• We will ensure continued compliance with the security requirements of Government Connects to protect Thanet District Council’s data and information.
  
• Where possible and without detriment to service delivery we will re use hardware and software to maximise the efficient use of Council resources.

Next: Supporting Plan

Executive summary

Introduction and Context

Supporting Plan

Analysis and options

Action plan

Objectives and outcomes