J Joint Executive Committee Joint Executive Committee M Meeting - PowerPoint PPT Presentation

J Joint Executive Committee Joint Executive Committee M Meeting Meeting Meeting Meeting th January 2018 5 th S Strata Update Strata Update – – 5 January 2018

Strata Board Chairman’s Updat te – Business Plan

2018 / 2019 – Busines ss Plan • 2017 / 2018 on track to deliver target of £252k of s f savings , target of £382k savings for 2018 / 2019 – achievable through introduction of 3 rd line supp port and leaving two Business Analyst posts unfilled • Rewrite of Business Plan underway for post 201 19 as costs now far better understood • Convergence Projects v Business Projects – wha at’s the right focus for the authorities • Governance Model – Client leads within each au uthority and a Joint IT Steering committee to discuss, agree and monitor Strata priorities mov ving forward • Out of Hours Support – important addition to th he Strata service catalogue • Post Brexit challenges - pound slump leading to o large annual increases in licence costs • Microsoft circa 16%

Strata IT Director Upda ate “Move has been completed quickly and ef fficiently… praise to two wonderful young man, Val (apprentice) and Sam (work experience)…t …they were brilliant… Thank you very much.” Dana Kurtovic – Homelessness Officer

Focus Areas Printer replacement project – ECC completed, TDC underway, tar rget completion early Jan 2018 • Firmstep – Graffiti reporting and Parking season tickets, develope ed in conjunction with ECC, Garden Waste renewals, Bulky waste and • tipping in development TDC One Teignbridge progressing well Staff Engagement Survey – great results, good level of staff buy i uy in to Strata • Risk Monitoring – In place and shared with DAP, Good status achie ieved • Financial Monitoring – Detailed financial reporting introduced acr ross Strata across service teams • Teignbridge – Moves completed and new reception area opened • EDDC Exmouth – key project for EDDC and has taken a lot of Stra ata focus to ‘get it right first time’ • Out of Hours Scheme – Launched and paying dividends • 3 rd Line Support - Introduction of 3rd line support • Apprenticeships – three new apprentices recruited, working out re really well • KPI’s – Key Performance Indicators, showing positive progress •

Key Focus – 90 Days •Exmouth Town Hall site has •Moved to monthly updates, successfully gone live with as previous changes settle in SFB and Anywhere365. and performance improves •Paper proposing roll out •Performance resolutions schedule for the new being proposed in Bronze, telephony platform Silver and Gold Plan •Outlook issues – Microsoft will only investigate this issue further if we take out a Premier Support contract and Global Global this is very expensive ! Desktop Comms Compliance BCR’s and and Project Security Work •PSN accreditation achieved •BCR’s still decreasing, and across all three authorities. there’s a proactive engagement with each •Active security monitoring authority to prioritise work. taking place •Strata now engaged with each authority to prioritise project work

Strata – Out of H Strata – Out of H Hours Service Hours Service “Thank you for your help with recent issues. Th he out of hours service is of great use. Thank you Lorraine Mitchell”

OOH Service – Post Trial • With 1500 users now on the GD environm ment and users work patterns changing, identifying IT issues and potentially resolv lving them before the start of the standard e we introduced the trial OOH service on 6 th working day is of key importance – since w Nov, any issues identified overnight have e been resolved without impact to any of the authorities • Number of authority sites operate at the w e weekends, so the ability to log a support call and obtain a response and fix is valued lued • Two Tier approach to support with OOH es escalation to Strata management

ce 6 th Nov 2017 OOH Trial Outcomes – Sinc alls Logged by authority ECC 7 EDDC 3 33% 53% TDC 11 (8 calls for leisure centres) 14% TDC EDDC ECC

OOH Service – Charging M Model There are two elements to the OOH charging mode el : • Standby Allowance • O/T Time if incurred Total Charge for Post Feb T Authority Percentage 2018 EDDC 36.692% £11,137.12 ECC 35.93% £10,905.83 TDC 27.372% £8,308.22 Overtime is paid at the standard O/T rate and will be e recharged back to each authority as and when incu

Strata – 3 rd Line Su rd upport Quicker resolution of Problems and Incidents • Free up Systems Analyst and Infrastructure teams ms to focus on ‘Value work’ • Commences Feb 2018 • Natural career path for Strata staff • Cost Neutral •

Introduction of 3 rd Lin ine Support educe reactive workload on Business Analysts and Infrastru ructure Specialists and to better ort end users, we will introduce : New Operating Hours to meet with demand • 1 st Line S Support One number for all three authorities • More ‘feet on the street’ to support end use • 2 nd Line S Support G roblems & 3 rd Line S Support A Incidents P Systems Technical Business Infrastructure R’s & Projects Project Project Analysts Specialists Manager Manager

Strata – Key Per rformance Indicators

KPI’s Incidents Service Req Security Problems Maintenance BCR’s ept 2017 3 181 13 283 85 299 n 2018 9 162 12 262 80 283 ange ease / 6 -19 -1 -21 -16 -5 rease

KPI’s Open KPI Break kdown by Authority 140 120 100 80 60 40 20 0 Incidents Service Requests Security Problems Maintenance BCR ECC EDDC TDC

Product & Service – Spend d Analysis Total Product Spend by Month £800,000.00 £700,000.00 Product and Service by Cost Code Per Month £600,000.00 0,000.00 £500,000.00 £400,000.00 0,000.00 £300,000.00 £200,000.00 0,000.00 £100,000.00 £0.00 0,000.00 0,000.00 0,000.00 Quarter by Quarter Product and Services Spend Analysis 2017 / 2018 0,000.00 £1,800,000.00 £0.00 £1,600,000.00 ST01 ST02 ST03 ST04 ST05 ST06 ST13 ST14 £1,400,000.00 0,000.00 £1,200,000.00 £1,000,000.00 0,000.00 £800,000.00 £600,000.00 0,000.00 £400,000.00 01/04/2017 01/05/2017 01/06/2017 01/07/2017 01/08/2017 £200,000.00 01/09/2017 01/10/2017 01/11/2017 01/12/2017 £0.00 Q1 Q2 Q3

Business Systems Proj ject Utilisation Project Resourc ce Utilization (%) 15% Leave & Absence 15% Non-Change eg Support, Tr 20% BCRs 50% Projects Over Commitment Project Commitment

Business Change Req quests • BCRs Continue to Reduce • Lowest level since 2015 • Proactive engagement with each authority • ECC review of open BCRs has further reduced ope en BCRs Open BCR’s Open BCR Trend 500 200 200 Drop o of 147 450 180 BCR R’s 400 160 140 350 120 100 300 80 250 60 40 200 20 150 0 100 Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct 2016 2017 2017 2017 2017 2017 2017 2017 2017 2017 201 50 ECC 84 81 85 90 80 82 92 86 84 77 64 0 EDDC 169 169 154 156 149 132 136 118 102 111 107 7th Dec 2016 7th Dec 2017 TDC 176 174 162 153 147 154 133 135 133 127 118

Projects ct Type 2017 / 2018 2018 / 2019 e Convergence Projects 16 13 PLEASE NOTE : These graphs do not reflect the size or complexity of the projects, just the number of e Service Projects 55 16 projects. Total 71 29 Project Demand 2017 / 2018 Project Demand 2018 / 2019 60 50 40 Total Projects Total Projects 30 East Devon East Devon Exeter Exeter 20 Strata Strata 10 Teignbridge Teignbridge 0

Service Incident Trend ds – April 2015 ECC EDD DC TDC 3255 218 88 1861 45% 30% % 25% Total Service Incidents Apr 15 - Oct 17 Service Incidents Apr 15 to Oct 17 Service Incidents Apr 15 to Oct 17 500 350 450 400 300 350 250 300 200 250 150 200 100 150 100 50 50 0 0 ECC EDDC TDC

Service Desk - Customer S Satisfaction End User Feedback Received Received 400 350 300 250 200 150 100 50 0 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-1 17 Aug-17 Sep-17 Oct-17 Nov-17 100 90 80 70 60 50 40 30 20 10 0 Positive Neutral Negative Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17

Staff Engagement Line Management Contact 100 90 • 52 staff completed the questionnaire. This is an 80 outstanding response of 73% of the workforce. 70 60 • Where there is a positive improvement on previous yea years, 50 the figures are highlighted in green. There has been the figures are highlighted in green. There has been 40 improvement in every area compared to 2016. 30 20 • The improvement in the management and culture of f Strata has also been commented upon by UNISON. 10 0 I regularly receive I can rely on my My line manager’s I can talk to my line I have eno supportive line manager’s manager manager’s opportuni • 88% of the 49 respondents to this particular question n feedback and manager to help champions manager about question appreciation from me out with a work improvements that something that has manag would recommend Strata as a place to work. my line manager’s problem benefit our upset or annoyed manager manager customers me at work changes at 2015 2016 2017

Strata – Manage ement Team Update