Join Join nt Executive Committee nt Executive Committee th Sept - - PowerPoint PPT Presentation

Join Join

Strat Strat

nt Executive Committee nt Executive Committee

ta Update ta Update – 26 26th

th Sept 2017

Sept 2017

Strata IT Director Upda ate

Global Comms Managing Workload Cyber Security GDIP Programme

Key Focus

But First

• Identified the issue at 6:45am
• Mobilise Strata infrastructure specialists to attend Civ
• Assign staff and managers to each site to ensure comm
• Restart the network switches
• Isolate parts of the network as we performed a struct

What did we do ?

• Engage third parties Nexus, ComputerWorld, Dell to d
• Investigate potential SAN issue
• Replace faulty disk in SAN
• Recompose the desktop environment
• Bring users back on line
• Work with partners to identify root cause
• Publish RFO (Reason for Outage)
• Investigate future risk mitigation

vic Centre munication channels with authorities were open tured restart diagnose issues

What is a SAN

AN = Storage Area Network

• ntains three tiers of storage

The Root Cause

Tier 1 = £xxx’s Tier 2 = £xx’s Tier 3 = £x’s Disk Expansion Installed & Disk Expansion Installed & Optimised process commences Optimised process commences Aug 29th Aug 29th Issue 2 Issue 2 -

• Restripe

Restripe Issue 1 Issue 1 – Data Data Progression Progression Faulty Disk in Tier 3 Faulty Disk in Tier 3 10 10th

th Sept

Sept Issue 3 Issue 3 -

• Rebuild

Rebuild

The three events combine

Restripe

Data

Restripe Rebuild

Progression

ed to create ………

GDIP

Key Focus

• Bi Weekly updates issued
• 3rd parties involved – six step process
• Golden Image being recompiled
• Outlook issues admitted by

Microsoft

Cyber Threat

• High level of phishing attacks being

defended against

• Staff being proactively alerted and

informed as to how best to protect themselves against attack

• Four levels of protection in place

Global Comms

• Worksmart training completed in

EDDC

• Strata service desk now running

Anywhere 365

• EDDC port successful after lots of

planning

• Service Go live 6th Sept

Work Load

• BCR’s decreasing
• Active management of the

workload funnels

• Proactive engagement with clients

to prioritise work

Project Resource & Capac

Project Resource

Nov-2014 Jan-2015 Mar-2015 May-2015 Jul-2015 Sep-2015 Nov-2015 Jan-2016 Mar-2016 May-2016 Jul-2016 Sep-2016 Nov-2016 Jan-2017 Mar-2017 May-2017 Jul-2017 Sep-2017 Nov-2017 Jan-2018 Mar-2018 May-2018 Jul-2018

city

e Utilization (%)

Project utilisation now reducing to a more realistic level enabling better workload balance

Sep-2018 Nov-2018 Jan-2019 Mar-2019 May-2019 Jul-2019 Sep-2019 Nov-2019 Jan-2020 Mar-2020 May-2020 Jul-2020 Sep-2020 Nov-2020 15% Leave & Absence 15% Non-Change eg Support, Trainin 20% BCRs 50% Projects Over Commitment Project Commitment

KPI’s are All Showing Impr

8 239 21 ne 2017

Security Service Req Incidents

2 180 17 ept 2017 6 59 4 ecrease

rovements

324 333 94

BCR’s Maintenance Problems

283 85 296 50 9 28

Other Focus Areas

Town Meetings – monthly town meetings with all Strata staff, attendan Strata Social – two events have been organised (Sports Night / Golf C level of attendance. Christmas do arranged. Newsletter – second edition of the Strata Insight publication has been Work Experience – working closely with Exeter College to deliver effe Effective recruitment – through the HR implemented Employee Refer getting pro-active approaches from people wishing to come to work f Web site – we have launched a new Strata web site to provide a much Printer replacement project – we are currently replacing all the Mult Staff Engagement Survey – now issued to all staff, date for completio ance level is high and feedback good Challenge) to bring Strata staff together in an informal environment, hi n issued and well received by all staff. ective work experience for students – Service desk / Web Design proje rral Scheme we are attracting high quality staff to Strata. We are also for Strata. Current saving in first three months of operation £10k h ‘cleaner’ view of the Strata organisation to the outside world. ti-Function Devices across the three authorities..

• n 31st Oct 2017

Spend Analysis

£0.00 £10,000.00 £20,000.00 £30,000.00 £40,000.00 £50,000.00 £60,000.00 £70,000.00 £80,000.00 £90,000.00

Monthly Staff Costs by Cost Code

£0.00 ST01 ST02 ST03 ST04 ST05 ST06 01/04/2017 01/05/2017 01/06/2017 01/07/2017 01/08/2017 £202,000.00 £204,000.00 £206,000.00 £208,000.00 £210,000.00 £212,000.00 £214,000.00 £216,000.00 £218,000.00 4/1/2017 5/1/2017 6/1/2017 7/1/2017 8/1/2017

Staff Costs by Month

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

Product and Service by Cost Code Per Month

ST01 – Strata Organisatio ST02 – Support & Infrastr ST03 – Document Centre ST04 – Security & Complian ST05 – Programme & Res ST06 – Business Systems

£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 4/1/2017 5/1/2017 6/1/2017 7/1/2017

Product and Service Spend by Month

• £100,000.00

ST01 ST02 ST03 ST04 ST05 ST06 ST14 01/04/2017 01/05/2017 01/06/2017 01/07/2017

Overtime and Mileage Spen

£4,000.00 £5,000.00 £6,000.00 £7,000.00

Total Overtime Spend by Month

£0.00 £1,000.00 £2,000.00 £3,000.00 £4,000.00 4/1/2017 5/1/2017 6/1/2017 7/1/2017 8/1/2017

Impact of the end of th

end Analysis

£2,000.00 £2,500.00 £3,000.00 £3,500.00

Mileage Spend by Month

£0.00 £500.00 £1,000.00 £1,500.00 £2,000.00 4/1/2017 5/1/2017 6/1/2017 7/1/2017 8/1/2

the Global Desktop Project

Strata – Manage Update ement Team

Strata Board – Management Te

• Compliance and Security
• Support and Infrastructure
• Document Centres
• Business Systems
• Programme and Resources

eam Update

Compliance a

Robin B

and Security

Barlow

Update

• PSN Coco (Code of Connection)
• An impasse has occurred as the PSN team now have
• 3 Windows 2003 servers remain (ECC x 1, EDDC x 2).
• ECC have been impacted by the unavailability
• EDDC is the core telephony servers (circa £12k
• Project to be setup to look at the many 2008 se
• PSN Connection
• Arduous process with Vodafone has continued, how
• September. This will then allow the EDDC & TDC co
• No further progress on government email system fr

accredited ‘whitelist’ and therefore the connections

• Security position
• Continual banking and ransomware threats coming
• Releasing block for Javascript downloads (another f

e a zero tolerance approach to older Windows 2003 Servers. ). Down from circa 50 back in May 2017.

• f a key resource.

k) upgrades may now need to be undertaken. servers that will need resolving by January 2020 wever dates to migrate the emails services are now confirmed in e

• nnections to be terminated.

rom Crown Commercial Services, however all Councils are on the s are secure with all other national and local government agencie g in short bursts. Also many fake Paypal threats favourite threat route)

Support & In

Robin B

nfrastructure

Barlow

Staff Update

• Three new apprentices commenced work on 1st Sept
• Ben Gordon (form DCC) joined the ECC Strata service des
• All service desks will be manned with four staff, inc. an ap
• Server Migrations
• TDC migrations are progressing with well 31 migrated, 47
• TDC server rental now down to 3 Hosts and San, estimate

Key Infrastructure Activiti

• Target completion for Server migrations end of Decembe
• Global Communications
• Worksmart programme completed
• Go live 6th Sept
• Contact Centre Software installed on Strata Servicedesk.
• Devon WAN (Wide Area Network)
• 8 fold increase in costs – Strata working with KCOM to re
• SAN (Storage Area Network)
• We have installed a further 20TB’s of SAN disk capacity a

sk pprentice at each site 7 servers left to migrate, 18 decommissioned ed total cost to Strata around 50K.

ties

er 17 . eplace Devon WAN links as usage has been far more than original predictions

Global Desktop Improvem

lobal Desktop Improvement Plan Update – 6th September 2017 d Issue Business Impact Expected Resolution Date Status k Crashing Medium Improved, but further investigation needed We are still aware of a number of Global Microsoft have now identified a fault in O know whether they will be able to provide

• it. We are also soon to implement the co

Not Being Available For n ettings Wrong High Part of the roll out programme for new printing devices The new printer allocation approach is no around that impacted login times. As pre reen Freezing High End of September 2017 Strata are continuing the work towards the

• freezing. Over the last period a report has

reviewed and a plan agreed, probably resul reviewed and a plan agreed, probably resul below, we will be able to better understand gin High End of September 2017 The work on a key Global Desktop element that should have a noticeable decrease in

• Office. Changes are being undertaken to
• undertaken. Other improvements to logi

ng Low Monitoring until end of September This issue with Internet Explorer is still be to monitor this. If this is still an issue for y item at the end of September. ursor Corruption Low Monitoring until end of September We believe that this can be resolved for a an issue for you, please contact the Strata e Apps Slow / nsive High Mid-September 2017 A number of settings have been changed seeing this frequently, especially scrolling Application Slowness High Please see comments Some applications rely on databases that We have successfully moved the Uniform process of planning the East Devon move scheduled for the beginning of Septembe We are aware that during the last two we required maintenance that unbalanced the being undertaken and will now have a spe

ment Programme

bal Desktop users who are experiencing this issue, which may be worsened by some Outlook add-on features. Unexpec Outlook that we are the first to have reported. This is now being forwarded to their resolution team however it is to de a fix. We are requesting further information about the conditions that cause the fault to see if there is a work-aro

• llection of additional diagnostic information which should assist further towards understanding these issues.

now working for the main Exeter office and in the last period we have implemented a change to remove a temporary previously stated, after the Exeter deployment is complete we will then assess our options for improving EDDC and TDC he six point plan to improve the performance of the Global Desktop, that at particular times can cause the blank scre has been provided of the common Windows 7 machine that provides the template for all Global Desktops. The report sulting in the creation of a new template Windows 7. Once completed and in conjunction with the ‘UEM’ work cove sulting in the creation of a new template Windows 7. Once completed and in conjunction with the ‘UEM’ work cove and whether there is a need for additional upgrades. nt ‘UEM’ is continuing having spent a further day with the external specialist. This identified some simple changes fo n login performance which caused by many Internet Explorer temporary files and large autosave files from Microsoft

• address both of these. The more complex changes were only found to save a negligible amount and therefore will

in time will come in future as we continue the GDIP programme over the next few months. being investigated by the Strata Infrastructure team however we believe other changes have reduced this, so we are c r you, please contact the Strata Service Desk so we can check this out. If no further issues are reported then we will cl r a number of users by updating the graphics software on the physical computer used to access the global desktop. If rata Service Desk so we can check this out. If no further issues are reported then we will close this item at the end of Se d after advice from Microsoft to improve the responsiveness of Excel, which has been installed for a group of users w ng large spreadsheets. Work to release this to all users has now been planned and should be complete by mid-Septem hat reside in the Councils. To speed these up we have a programme of moving these databases into our data centre in rm, Revs and Bens and corporate databases in Teignbridge which has had a positive effect on these applications. We are

• es. Open Housing and Academy have been moved already; Uniform is scheduled for the end of September; E-financi
• ber. The corporate SQL database has been put back to mid September now.

eeks EDDC Open Housing users have been seeing slow responses at times. This was initially believed to be due to so he computing power across the Global Desktops however this slowness was seen again this week when no maintenanc specific investigation to identify the cause

Office Moves

• EDDC office to Exmouth progressing well,
• connectivity from VMB now installed
• AV to be installed
• Teams mobilised for move

Office Moves

• Strata supporting EDDC move to Honiton
• Time lapse camera installed and brough
• TDC office refurbishment
• TDC very happy with Strata role in the o

excellent feedback received ht on line

• ffice move,

Service Desk - Customer S

50 100 150 200 250 300 350 Feb-17 Mar-17 Apr-17 May-17

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 Oct-16 Nov-16 Dec-16 Jan

Satisfaction

Jun-17 Jul-17 Aug-17

Received

Negative

n-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17

New - Anywhere 365 Stati

Talk Time Week 1 / Week 2 Cal

tistics

Reporting on Anywhere365 enables us to better resource the service all Pattern desk

Documen

Martin Millm

nt Centres

Millmow

Document Centre Projects

• Replacement of Exeter CC MFD and P
• Very positive feedback received
• Remote offices to come
• EDDC Annual Report
• EDDC Annual Report
• New Strata Web Site
• Recruitment update
• Post at TDC Filled
• Designer Post Filled (part time) – 2
• TDC MFD consultations to begin in Oc

ts

Printers 25 applicants October, roll out Nov / Dec 2017

Business

David Ser

Systems

ercombe

Business Systems Up

• BCRs Reducing
• Lowest level since 2015
• Trend continues down
• Staff
• All stable in the last quarter – Joining in Octo
• Key Project Successes
• TDC Garden Waste Renewals
• EDDC Recycling

pdate

Jun 2016 Jul 2016 Aug 2016 Sep 2016 Oct 2016 Nov 2016 Dec 2016 Jan 2017 Feb 2017 Mar 2017 Apr 2017 May 2017 June 2017 July 2017 ECC 64 61 70 71 75 79 81 78 81 85 74 74 89 80 EDDC 167 166 174 171 171 174 169 169 154 155 148 127 134 114 TDC 165 170 159 176 177 177 171 168 154 145 135 135 125 125 20 40 60 80 100 120 140 160 180 200

Open BCR Trend

tober.

Jun 2016 Jul 2016 Aug 2016 Sep 2016 Oct 2016 Nov 2016 Dec 2016 Jan 2017 Feb 2017 Mar 2017 Apr 2017 May 2017 Jun 2017 Jul 2017 ECC 12 14 2 18 23 4 5 13 4 16 17 12 4 15 EDDC 13 12 7 13 6 6 12 8 26 11 17 31 6 29 TDC 27 38 39 5 20 15 23 33 55 36 28 16 45 25 20 40 60 80 100 120 140 160 180 200

Closed BCR Trend

Major Project Update

Major Projects

Site Service Area Application

EDDC HR Door Access – Exmouth Exmouth ECC Corporate Firmstep TDC Corporate Firmstep TDC Waste Garden Waste EDDC Waste Waste Service

tes

Status Go Live Notes

On Target November 2017

• Doors installe

software bein software bein configured On Target October 2017 On Target Q1 2018

• Awaiting PH

approval OnTarget September 2017

• Over 19,000

subscriptions Complete June 2017

• One
• utstanding

issue remains

Convergence Project

Convergence Projects

Site Service Area Application

TDC HR iTrent ECC HR iTrent TDC, EDDC Car Parks Car Parks ECC Planning/ Building Control/ Land Charges Uniform ECC Environmental Health Uniform TDC, ECC, EDDC Street Scene ??

t Updates

Status Go Live Notes

On Target October 2017

• Parallel runnin

On Target April 2017

• Scoping

commencing Running Behind Feb 2018

• Deciding on

Preferred Solution On Target Live

• Bedding in

On Target Start October

• Starting in

October. On Target Starts September

• Scoping

Starting September

Programme a

Steve Gam

and Resources

ammon

• Convergence Programme
• 2018 / 2019 Business Plan

Programme & Resources

2017/18 Convergence Proj

8 convergence 2017/18 Business Plan Current Status Business Pl vergence Jan 16 to Apr 17 Jan 16 to Sep 17 Finishing Later Neutral Systems Sep 15 to Mar 17 Sep 15 to Dec 17 Finishing Later Positive es Jul 17 to Dec 17 Jul 17 to Dec 17 Running to Plan Neutral Website (TDC) Feb 16 to Apr 17 Feb 16 to Nov 17 Finishing Later Neutral ess Apr 16 to Jun 17 Apr 16 to Nov 17 Finishing Later Neutral Management System Oct 17 to Mar 19 Oct 17 to Mar 19 Planned, Not yet started Neutral Convergence Oct 16 to May 17 Oct 16 to Jul 18 Finishing Later Neutral / Streets / Public Realm Jun 17 to Dec 18 Jun 17 to Dec 18 Running to Plan Neutral ayroll (ECC) Apr 17 to Mar 18 Jul 17 to Mar 18 Starting Later Neutral ayroll (TDC) Jan 16 to Mar 17 Jan 16 to Nov 17 Finishing Later Negative Land Charges Feb 17 to Jan 18 Feb 17 to Jan 18 Running to Plan Neutral

• rm Env Health (ECC)

Apr 17 to Mar 18 Jul 17 to Jul 18 Finishing Later Neutral

• rm Planning (ECC)

Apr 16 to Mar 17 Apr 16 to Sep 17 Finishing Later Neutral e Management Jan 17 to Dec 17 Mar 17 to Oct 17 Starting Later Neutral Convergence Jul 16 to Mar 17 Jul 16 to Sep 17 Finishing Later Neutral Attendance Apr 16 to Jan 18 Apr 16 to Jan 18 Running to Plan Neutral

jects

lan Impact Comments Change still occurs in 17/18 financial year Business Plan assumes increased costs of £500 from convergence, so the delay delays these increases Goss maintenance has been terminated so no financial impact. Main Teignbridge website completed to plan, DBCP and Old Forde House websites moved back to accommodate Garden Waste Renewals project. No financial impact as payments still occur within the 17/18 financial year. Timings changed to coordinate with completion of building works (Interserve = primary contractor) No financial impact as ESRI contracts already novated. Requirements and scoping phase currently underway aiming for a scoped business case by December 2 Starting later due to commitments to the Teignbridge HR & Payroll project. Aiming for Payroll go-live by 2018, ultimate deadline is June 2018 because this is when the incumbent Northgate ResourceLink syst

• therwise need to be renewed for a further year.

Poor quality of existing data has contributed to delays. This has meant Teignbridge have needed to pay further year, £13k, to Devon County for their web recruitment online service. No financial impact as Idox contract pre-agreed. Incumbent Northgate M3 contract to be terminated be renewal is due in August 2018. UNIform go-live was beginning of July, project has been kept open for a period of support and snagging become familiar with the new system. Change still occurs in 2017/18 financial year. No financial impact as legacy Aligned Assets system was retired before August 2017. New GGP system for Exeter and East Devon, planned to go-live for Teignbridge during early Septermber.

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