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Joint Executive Committee Joint Executive Committee Meeting Meeting Meeting Meeting

Strata Update Strata Update – – 5 5th

th January 2018

January 2018

Strata Board

Chairman’s Updat te – Business Plan

2018 / 2019 – Busines

• 2017 / 2018 on track to deliver target of £252k of s

achievable through introduction of 3rd line supp unfilled

• Rewrite of Business Plan underway for post 201
• Convergence Projects v Business Projects – wha
• Governance Model – Client leads within each au

discuss, agree and monitor Strata priorities mov

• Out of Hours Support – important addition to th
• Post Brexit challenges - pound slump leading to
• Microsoft circa 16%

ss Plan

f savings, target of £382k savings for 2018 / 2019 – port and leaving two Business Analyst posts 19 as costs now far better understood at’s the right focus for the authorities uthority and a Joint IT Steering committee to ving forward he Strata service catalogue

• large annual increases in licence costs

Strata IT Director Upda

“Move has been completed quickly and ef (apprentice) and Sam (work experience)…t Thank you very much.”

Dana Kurtovic – Homelessness Officer

ate

fficiently… praise to two wonderful young man, Val …they were brilliant…

Focus Areas

• Printer replacement project – ECC completed, TDC underway, tar
• Firmstep – Graffiti reporting and Parking season tickets, develope

tipping in development TDC One Teignbridge progressing well

• Staff Engagement Survey – great results, good level of staff buy i
• Risk Monitoring – In place and shared with DAP, Good status achie
• Financial Monitoring – Detailed financial reporting introduced acr
• Teignbridge – Moves completed and new reception area opened
• EDDC Exmouth – key project for EDDC and has taken a lot of Stra
• Out of Hours Scheme – Launched and paying dividends
• 3rd Line Support - Introduction of 3rd line support
• Apprenticeships – three new apprentices recruited, working out re
• KPI’s – Key Performance Indicators, showing positive progress

rget completion early Jan 2018 ed in conjunction with ECC, Garden Waste renewals, Bulky waste and uy in to Strata ieved ross Strata across service teams ata focus to ‘get it right first time’ really well

• Moved to monthly updates,

as previous changes settle in and performance improves

• Performance resolutions

being proposed in Bronze, Silver and Gold Plan

• Outlook issues – Microsoft

will only investigate this issue further if we take out a Premier Support contract and this is very expensive !

Global Desktop

Key Focus – 90 Days

• PSN accreditation achieved

across all three authorities.

• Active security monitoring

taking place

Compliance and Security

• Exmouth Town Hall site has

successfully gone live with SFB and Anywhere365.

• Paper proposing roll out

schedule for the new telephony platform

Global Comms

• BCR’s still decreasing, and

there’s a proactive engagement with each authority to prioritise work.

• Strata now engaged with

each authority to prioritise project work

BCR’s and Project Work

Strata – Out of H Strata – Out of H

“Thank you for your help with recent issues. Th Thank you Lorraine Mitchell”

Hours Service Hours Service

he out of hours service is of great use.

OOH Service – Post Trial

• With 1500 users now on the GD environm

identifying IT issues and potentially resolv working day is of key importance – since w Nov, any issues identified overnight have the authorities

• Number of authority sites operate at the w

call and obtain a response and fix is valued

• Two Tier approach to support with OOH es

ment and users work patterns changing, lving them before the start of the standard e we introduced the trial OOH service on 6th e been resolved without impact to any of e weekends, so the ability to log a support lued escalation to Strata management

OOH Trial Outcomes – Sinc

alls Logged by authority ECC 7 EDDC 3 TDC 11 (8 calls for leisure centres)

ce 6th Nov 2017

53% 14% 33% TDC EDDC ECC

OOH Service – Charging M

There are two elements to the OOH charging mode

• Standby Allowance
• O/T Time if incurred

Authority Percentage T EDDC 36.692% ECC 35.93% TDC 27.372%

Overtime is paid at the standard O/T rate and will be

Model

el :

Total Charge for Post Feb 2018 £11,137.12 £10,905.83 £8,308.22

e recharged back to each authority as and when incu

rd

Strata – 3rd Line Su

• Quicker resolution of Problems and Incidents
• Free up Systems Analyst and Infrastructure teams
• Commences Feb 2018
• Natural career path for Strata staff
• Cost Neutral

upport

ms to focus on ‘Value work’

Introduction of 3rd Lin

educe reactive workload on Business Analysts and Infrastru

• rt end users, we will introduce :

1st Line S 2nd Line S 3rd Line S

Systems Project Manager Business Analysts

G A P roblems & Incidents R’s & Projects

ine Support

ructure Specialists and to better Support

• New Operating Hours to meet with demand
• One number for all three authorities
• More ‘feet on the street’ to support end use

Support Support

Technical Project Manager Infrastructure Specialists

Strata – Key Per Indicators rformance

KPI’s

3 181 13 ept 2017

Security Service Req Incidents

9 162 12 n 2018 6

• 19
• 1

ange ease / rease 299 283 85

BCR’s Maintenance Problems

262 80 283

• 21
• 5
• 16

KPI’s

100 120 140

Open KPI Break

20 40 60 80 Incidents Service Requests Security ECC

kdown by Authority

Problems Maintenance BCR EDDC TDC

Product & Service – Spend

0,000.00 0,000.00 0,000.00 0,000.00

Product and Service by Cost Code Per Month

0,000.00 0,000.00 0,000.00 £0.00 0,000.00 0,000.00 0,000.00 ST01 ST02 ST03 ST04 ST05 ST06 ST13 ST14 01/04/2017 01/05/2017 01/06/2017 01/07/2017 01/08/2017 01/09/2017 01/10/2017 01/11/2017 01/12/2017

d Analysis

£0.00 £100,000.00 £200,000.00 £300,000.00 £400,000.00 £500,000.00 £600,000.00 £700,000.00 £800,000.00

Total Product Spend by Month

£0.00 £200,000.00 £400,000.00 £600,000.00 £800,000.00 £1,000,000.00 £1,200,000.00 £1,400,000.00 £1,600,000.00 £1,800,000.00 Q1 Q2 Q3

Quarter by Quarter Product and Services Spend Analysis 2017 / 2018

Business Systems Proj

Project Resourc

ject Utilisation

ce Utilization (%)

15% Leave & Absence 15% Non-Change eg Support, Tr 20% BCRs 50% Projects Over Commitment Project Commitment

Business Change Req

• BCRs Continue to Reduce
• Lowest level since 2015
• Proactive engagement with each authority
• ECC review of open BCRs has further reduced ope

500

Open BCR’s

50 100 150 200 250 300 350 400 450 7th Dec 2016 7th Dec 2017

Drop o BCR

quests

en BCRs

200

Open BCR Trend

Dec 2016 Jan 2017 Feb 2017 Mar 2017 Apr 2017 May 2017 Jun 2017 Jul 2017 Aug 2017 Sep 2017 Oct 201 ECC 84 81 85 90 80 82 92 86 84 77 64 EDDC 169 169 154 156 149 132 136 118 102 111 107 TDC 176 174 162 153 147 154 133 135 133 127 118 20 40 60 80 100 120 140 160 180 200

• f 147

R’s

Projects

ct Type 2017 / 2018 2018 / 2019 e Convergence Projects 16 13 e Service Projects 55 16 Total 71 29

Project Demand 2017 / 2018

Total Projects East Devon Exeter Strata Teignbridge

PLEASE NOTE : These graphs do not reflect the size

• r complexity of the projects, just the number of

projects.

10 20 30 40 50 60

Project Demand 2018 / 2019

Total Projects East Devon Exeter Strata Teignbridge

Service Incident Trend

ECC EDD 3255 218 45% 30%

Service Incidents Apr 15 to Oct 17

50 100 150 200 250 300 350

Service Incidents Apr 15 to Oct 17

ECC EDDC TDC

ds – April 2015

DC TDC 88 1861 % 25%

Total Service Incidents Apr 15 - Oct 17

50 100 150 200 250 300 350 400 450 500

Service Desk - Customer S

50 100 150 200 250 300 350 400 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-1

End User Feedback Received

10 20 30 40 50 60 70 80 90 100

Positive Neutral

Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17

Satisfaction

17 Aug-17 Sep-17 Oct-17 Nov-17

Received

Negative

Oct-16 Nov-16 Dec-16 Jan-17 Aug-17 Sep-17 Oct-17 Nov-17

Staff Engagement

• 52 staff completed the questionnaire. This is an
• utstanding response of 73% of the workforce.
• Where there is a positive improvement on previous yea

the figures are highlighted in green. There has been the figures are highlighted in green. There has been improvement in every area compared to 2016.

• The improvement in the management and culture of

Strata has also been commented upon by UNISON.

• 88% of the 49 respondents to this particular question

would recommend Strata as a place to work. years,

50 60 70 80 90 100

Line Management Contact

f n

10 20 30 40 I regularly receive supportive feedback and appreciation from my line manager’s manager I can rely on my line manager’s manager to help me out with a work problem My line manager’s manager champions improvements that benefit our customers I can talk to my line manager’s manager about something that has upset or annoyed me at work I have eno

• pportuni

question manag manager changes at 2015 2016 2017

Strata – Manage Update ement Team

Support & In

Adrian

nfrastructure

ian Smith

• Global Desktop
• Project finished and now well into Global Desktop impro
• Microsoft Outlook crashing
• Planned performance improvements
• Server Migrations
• TDC and EDDC migrations are progressing

Key Infrastructure Activiti

• TDC and EDDC migrations are progressing
• Global Communications
• Worksmart programme completed at Exmouth
• Exmouth Town Hall Live – First Time and well received
• Schedule for Authority wide roll out
• Devon WAN (Wide Area Network)
• New WAN being installed to replace Devon WAN
• Old WAN increased from £10k - £80k, new WAN is cost neut

rovement programme

ties

eutral

Office Moves

• EDDC office to Exmouth completed on time
• 13th Nov 8:30am doors opened, no IT iss
• Strata supporting EDDC move to Honiton

Office Moves

• Work underway to support relocation
• Six times larger than Exmouth
• TDC office refurbishment
• Work completed, excellent feedback
• New reception area developed

sues

Compliance a

Robin B

and Security

Barlow

Compliance & Secur

PSN

• All three authorities have achieved PSN compliance

Business Continuity

• 2nd Business Continuity Planning workshop held with

time requirements recorded

• Next steps to feed this into a Technical Business Con

GDPR

• Strata internal workshop held with the Strata GDPR
• Engagement with the council teams responsible for G
• Strata asset information audit planned along with sta

Audit

• Devon Audit Partnership – ‘Good’

Security status

• Threat level remains at medium
• Have to remain vigilant – recent incident resulted in s

misconfiguration . Now resolved and further control

rity Update

h three councils where key systems were agreed and initial recovery ntinuity design paper accredited practitioner (Tracy White) GDPR tandard Data Privacy Impact Assessment forms spam emails being routed via Strata email system due to technical ls put in place to prevent/detect

Documen

Martin Millm

nt Centres

Millmow

Document Centre Projects

• Exeter City Council – First to receive full
• Replacement of Teignbridge MFD and
• New Printers installed at EDDC’s Exm
• New Printers installed at EDDC’s Exm
• Recruitment update
• Document Centre Post at TDC Filled
• Designer Post Filled

ts

ull fleet replacement d Printers Underway mouth Offices mouth Offices illed

Business

David Ser

Systems

ercombe

Major Project Update

Major Projects

Site Service Area Application

ECC Planning, Building Control, Land Charges Uniform Control, Land Charges ECC Corporate Firmstep TDC OneTeignbridge Firmstep EDDC GardenWaste TBA ECC, TDC HR & Payroll iTrent

tes

Status Go Live Notes

Live July 2017

• Concerns
• Follow up worksh
• Report to follow

Live November 2017 Phased release to follow Commenced November 2017 Business Case May 2018

• Scoping

underway Implementation Q1 2018

• ECC progressing well
• TDC – issue with

travel claims

Programme a

Steve Gam

and Resources

ammon

GANTT Chart Converg

7/1/2014 11/13/2015 Authorised Projects BACS convergence CMS and Website Redesign (ECC) CMS and Website Redesign (TDC) Digital Delivery Platform (TDC) Door Access GIS ESRI convergence HR and Payroll (ECC) HR and Payroll (TDC) Idox TLC Land Charges Idox UNIform Licensing (TDC) Idox UNIform Planning (ECC) Idox UNIform Planning (ECC) LLPG GGP convergence Time and Attendance Business Cases Car Parks system convergence Cemeteries system Financial Management system Firmstep (EDDC) Grounds / Streets / Public Realm Idox UNIform Env Health (ECC) Legal Case Management Forecast Projects Cash & Income Management systems Document Management convergence Idox UNIform Estates (ECC) Idox UNIform Estates (TDC) Idox UNIform Licensing (ECC+EDDC) Insurance claims management Revenues & Benefits

gence Projects

3/27/2017 8/9/2018 12/22/2019

Strata Indicators a Strata Indicators a Performance Rep

Steve Gammon

and and port

Indicators and Performanc

Monthly comparison and analysis of…

• Number of, and end-to-end times for Incidents, Service
• System outage analysis and security incidents
• Quality of completed projects … budget, time, objectiv
• Customer satisfaction on completed jobs

Trends…

Incidents down Service-Requests constant BCRs down

ce

e Requests and BCRs ves

System-Outages improving Satisfaction on Completed Jobs 95% Positive