Transcript Service Desk

Nottingham City Council
IT Strategy 2013 – 2016
13th March 2013
Context for the IT Strategy
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A challenging legislative and financial environment.
A requirement for continuous improvement.
A need to do more with significantly less.
The need for agreed strategic objectives driving decision making on IT.
The need for clarity around financing IT developments and investments.
The need for a stronger prioritisation and control of IT projects.
The need for strengthened governance to support IT developments
corporately and in departments.
 The need to support the development of city wide IT initiatives around
growth and inclusion.
 A strong business need to improve information management.
Drivers for the IT Strategy
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Corporate Plan priorities and policy commitments.
Strategic Choices (including Big Ticket).
Departmental plans and strategies.
Transformation Programme.
Citizen First Programme.
Government ICT Strategy.
Digital Nottingham.
Growth Plan.
Digital by Default.
Open Data.
Shape of the IT Strategy
The Strategy will contain the following sections:
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Section 1: Context and drivers
Section 2: Achievements
Section 3: Vision and Strategic Themes
Section 4: Underpinning Principles
Section 5: Outcomes
Section 6: Delivery Programme
Section 7: Governance
Section 8: Funding
A business strategy not a technical one!
IT Strategy Vision
Nottingham City Council’s IT Strategy will provide a
platform to develop and deliver consistently good
quality, right first time, cost effective solutions and
services that routinely surpass expectations and
contribute to the successful transformation of Council
service delivery and leads to improved outcomes for
Nottingham’s citizens.
Underpinning Principles
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Simplification and standardisation of IT infrastructure and solutions.
Robust prioritisation and control of projects.
Developing a commercial approach to our business.
Smart commissioning and identification of alternative delivery models.
Ensuring value for money and realisation of benefits.
Seeking innovation in delivery of services to and for our customers.
Ensuring that the IT Service is flexible and fit for purpose.
Making sure we have the right skills in the right places.
Keeping a constant focus on service improvement for colleagues,
customers and citizens.
 Developing solutions that are financially and environmentally sustainable.
 Managing data and information as key strategic assets and ensuring
they are developed as a corporate resource.
Strategic Themes 2013 – 2016
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Optimising the IT infrastructure
Resilience and continuity
Information management and security
Partnership working and collaboration
Smart sourcing and commissioning
Supporting transformation
Digital access and inclusion
Workplace and workforce
Customer and citizen first
Learning and development
Theme 1. Optimising the IT infrastructure
 We will implement continuous improvements to our core infrastructure.
 We will simplify and standardise the applications we have available and
get better value from them. Our order of preference will be to reuse, buy
and then develop.
 We will identify opportunities for providing applications on a shared and
hosted basis in all project appraisals.
 We will ensure that we have a technology forward plan in place and a
clear funding strategy.
 We will understand our assets and ensure we are getting best value from
them.
 We will continue to virtualise our server estate including systems
currently ‘owned’ by departments.
 We will have an infrastructure that is sustainable.
 We will ensure we have structures and process in place to manage
change and transition most effectively.
Theme 2. Resilience and continuity
 We will have a clear Business Continuity and Disaster Recovery plan for
all IT services.
 We will ensure that our underlying infrastructure is resilient and work with
Emergency Planning colleagues and others to ensure that it meets the
organisation’s continuity needs.
 We will ensure that we have backup arrangements in place which
facilitate recovery and continuity in line with the Council’s resilience plan.
 We will minimise the impact of lost productivity during emergencies by
contributing to the enabling of uninterrupted business via Internet and
telephone channels across Nottingham.
 We will provide the Council with the ability to continue its own business in
times of disaster or emergency.
 We will make our services more mobile and less reliant on geographical
locations or specific sites.
 We will use the technology available to the Council to support local
communities in times of greatest need.
Theme 3. Information management and security
 We will implement an Information Management Strategy.
 We will further strengthen our information security processes and policies .
 We will increase trust by ensuring that all the information that the Council
holds and transfers is secured appropriately.
 We will adopt an Open Data approach and will adopt an approach of
making our data publicly available unless there are legal reasons not to.
 We will agree a plan for the deployment of records management systems
and practices across the Council.
 We will capture information at the first point of contact and use, with
appropriate consent, to update other systems and teams.
 We will ensure that we are making best use of all our information assets
including geographical based data.
 We will provide councillors with easily accessible information relating to
their ward and give them the tools to support their policy, representation,
portfolio and committee work.
Theme 4. Partnership working and collaboration
 We will deliver seamless services and efficiencies by working in
partnership with other organisations.
 We will work with public and private sector partners to support the roll out
of next generation broadband and public Wi-Fi across the City.
 We will use technology to help us co-locate with our partners and work
more closely together.
 We will use technology to open up opportunities for the Council to create
‘shared services’ with partners.
 We will work with all partners to facilitate the establishment of effective
data sharing arrangements.
 We will engage in regional and national networks where there is a benefit
to the organisation and citizens of Nottingham.
 We will ensure that the Council takes a leadership role in joining up IT
service provision across Nottingham.
 We will invest in collaborative tools that facilitates effective
partnership working across organisational boundaries.
Theme 5. Smart sourcing and commissioning
 We will embed commercial principles within our business and ensure that
these are used effectively to generate income and make savings by
exploiting our expertise.
 We will continue to make procurement savings and ensure that we are
continuing to get best value for Nottingham citizens.
 We will ensure effective contract management is undertaken on all IT
related contracts.
 We will ensure that our governance arrangements are in line with Council
policy and best practice.
 We will explore alternative options for service delivery and alternatives
models for funding it.
 We will undertake further work to ensure that the Council sees the full
benefit of having a corporatised IT function.
 We will implement improved control to ensure that investments in IT are
delivered on time and to budget and deliver all planned benefits.
Theme 6. Supporting transformation
 We will support the implementation of EMSS and focus on exploiting this
investment further.
 We will support delivery of key corporate programmes including Citizen
First and the Transformation Portfolio through enabling technologies and
business process improvements.
 We will take a more prominent role in helping identify and lead on
transformational activities underpinned by the effective use of IT.
 We will implement key supporting infrastructures including a mobile
working platform.
 We will implement a unified approach to data management which
supports the organisation, including making better and innovative use of
geographical data .
 We will proactively identify improvements in business processes and
assist services to implement these, underpinned by technology.
Theme 7. Digital access and inclusion
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We will continue to develop our website and offer customers the option of online
self-service.
We will enable customers to apply for services and get information on the Council
via their smartphone.
We will enable customers to interact with us using social media tools such as
Facebook and Twitter should they wish to do so.
We will implement a Digital Nottingham Strategy which will set out our plans for
making Nottingham a Connected City.
We will work to empower and engage Citizens to maximise the benefits of being
online for purposes of employment, community engagement and consumer
advantage.
We will develop the channels that our citizens use to contact us or access services
to ensure they are easy to use and provide value for money.
We will ensure citizens have access to tools and technologies and training,
including provision of Wi-Fi across our network of libraries and other appropriate
facilities, through a Digital Inclusion Strategy.
We will develop colleagues so that they can become digitally confident advocates
for citizens of Nottingham.
IT based applications and services are accessible to all.
Theme 8. Workplace and workforce
 We will enable our colleagues to work in an effective, efficient and creative
way to consistently deliver excellent services to our citizens.
 We will use technology to provide flexibility of working options for all our
colleagues so that the Council becomes an employer of choice.
 We will provide every colleague and councillor with the data they need to
do their job, at the time that they need it, including the use of collaborative
tools.
 We will enable councillors to gain access to, and effectively use, modern
technology.
 We will get the most out of our properties through the use of consistent,
modern technology.
 We will look to support users who wish to use their own device to work
smarter.
 We will give all colleagues (both mobile and office based) immediate
access to the information that they need to do their jobs.
Theme 9. Customer and citizen first
 We will improve the ways that customers and citizens can interact with our
services through the use of modern technology and self-service options.
 We will continue to embed the IT Customer Service Programme to ensure
that our customers get a consistently good experience.
 We will support the effective delivery of the Citizen First Programme.
 We will explore the potential for customer relationship management
systems and processes in improving how we interact with our citizens.
 We will continuously seek feedback from customers and gather insight to
ensure we are delivering the right services to the right level of quality.
 We will move towards a single view of the citizen.
 We will implement a programme of business improvements to our services
to ensure that they are delivered most effectively and efficiently to our
citizens.
 We will build on the successful use of case management tools to support
service delivery to customers and citizens.
 We will embed a customer service culture.
Theme 10. Learning and Development
 We will create a skilled, technology-confident workforce through investing
in learning, development and training opportunities for our colleagues.
 We will, through training, enable colleagues to get the most benefit from
our investment in IT.
 We will improve information and guidance available to increase the ability
of colleagues to self serve.
 We will develop creative and engaging e-learning and remote learning
packages for use by our colleagues and all learners across Nottingham.
 We will create ‘Digital Champions’ who can encourage and support
colleagues and citizens to use IT effectively.
 We will support the development of skilled, technologically confident
councillors through investing in learning, development and training.
The IT Strategy Elements
Inputs
Local Drivers
Strategy
Outcomes
Customer
Needs
Organisational
Needs
Information
Management
Strategy
IT Strategy 2013 - 2016
Skill and
Resource
Plan
Technical
Infrastructure
Plan
Delivery
Plan
Funding
Strategy
Service
Improvement
Plan
Nottingham City Council’s IT Strategy will provide a platform to develop and deliver
consistently good quality, right first time, cost effective solutions and services that
routinely surpass expectations and contribute to the successful transformation of
Council service delivery and leads to improved outcomes for Nottingham’s citizens.
Governance
Outputs
National
Drivers
Financing the Strategy
 Funding will come from several sources including the IT Efficiency Fund, IT
Revenue Budgets, Invest to Save and Income generation and
consolidation of current IT spend.
 The starting point for all ICT projects will be a business case and
investment plan setting out the sustainable use of investments to achieve
outcomes.
 There will be a focus on proposals which achieve a number of outcomes
from a single development activity.
 Joint planning and implementation of projects will be undertaken so that
investments can be used in the most efficient manner.
 Co-ordinating change, and on-going decision making around funding will
be through refreshed governance arrangements.
Proposed Consultations
Internal
 IT Service colleagues.
 Corporate IT Strategy Board.
 Departmental IT Strategy Boards.
 Departmental Leadership Teams.
 Equalities and Diversity Team and Disabled Employees Support Network.
 Corporate Leadership Team.
 Councillors.
External
 Citizens.
 Partners.
 Significant customers.