Agenda item

To receive the annual performance report for the Civica IT service for the year 2014-15.

The Chair welcomed Mr Deane Greenouff, Civica Director of ITO, and Mr Paul Shawley, Civica Operations Director, to the meeting.

Mr Greenouff gave a presentation to Members to complement the Gloucester City Council Civica ITO Partnership Annual Performance Report for 2014-15.

Mr Greenouff outlined the following:-

• Summary of the service
• Highlights of the performance including management disciplines introduced
• Major incidents including lessons learned
• Monitoring of the Partnership

Members discussed the following matters:-

1.       A Member queried if the Police investigation arising from the major incident in July 2014 had been concluded.  Mr Shawley advised that the matter was not yet closed and that there had been no further hacking attempts.  The Chair requested a Members’ Briefing be issued when the Police had concluded their findings.

2.       A Member asked why users could not reset iPad passwords themselves.  Mr Shawley said that Civica were currently looking at tools to enable users to do this, but that he did not have a timeline for implementation of this function.  Another Member noted that calls logged by the helpdesk in Leeds were then referred to the Gloucester office anyway and that this caused unnecessary delays.  Councillor Norman agreed to look into this matter.

3.       A Member suggested that iPad security had not improved despite the major incident in July 2014.  Mr Shawley assured the Member that substantial work had been carried out to protect the Council’s network and that further work on the virtual private network was scheduled for completion in August 2015.

4.       A Member asked if the Council could use the system ‘Good’ as was used at the County Council.  Mr Shawley advised the Member that the intention was to use ‘Airwatch’ at the City Council.

5.       A Member commented that printing issues were unresolved.  Mr Shawley responded that the Business Improvement Team was looking at an ‘Airprint’ solution.  Another Member said that inability to print at home created problems and referred to initiatives in cyber security implemented by the Police.  Mr Greenouff asked the Member to provide Civica with information on these initiatives.

6.       A Member remarked that wi fi connectivity was patchy.  Mr Shawley replied that the same wi fi system operated successfully in Council buildings and the Tennis Centre.

7.       A Member reported difficulties in obtaining assistance from the helpdesk out of hours.  Another Member remarked that their work commitments precluded them from being able to call the helpdesk during the working day.  Mr Shawley replied that Members should call a ‘24/7 VIP’ number.  Members were unaware of this service and suggested that it should be publicised.  The Head of Business Improvement reminded Members that support was provided at the start of key City Council meetings and that Members should approach the Civica representative if they had any issues with their equipment. 

8.       A Member asked when the transfer to an off site data centre would take place.  Mr Shawley responded that migration was currently being planned.

9.       A Member queried when the ‘Intelligent Customer’ role would be filled.  The Head of Business Improvement informed the Member that a Business Analyst had been recruited and that the IT client role was currently being fulfilled using resources at the County Council.

10.     A newly elected Member commented that he had received no briefing on IT security and was unaware of the major incident which had taken place in July 2014.  Members discussed what training and information they had received when they had been issued with equipment.  Councillor Norman agreed to look into this matter.

11.     A Member queried what business continuity plans were in existence to cope with breaks in service.  The Head of Business Improvement reported on recent ‘away-days’ with Council managers and Civica when business continuity plans had been reviewed.  Mr Shawley added that mitigation measures were now in place to bring down the computer environment gradually should a power outage occur.

12.     A Member requested an update on software and hardware upgrades.  Mr Shawley commented that he was currently in discussions with senior management regarding software upgrades.  With regard to hardware, Mr Shawley acknowledged the Member’s remark and said that different options were being explored and that there was an intention to replace equipment if it negatively impacted on users.

The Chair thanked Mr Shawley and Mr Greenouff for their presentation.

RESOLVED TO RECOMMEND TO THE CABINET MEMBER FOR PERFORMANCE AND RESOURCES

(1)      That the out of hours telephone number for the IT helpdesk be publicised to Members.

(2)      That printing issues as discussed during the meeting be resolved as soon as possible and communicated to Members.

(3)      That security issues as discussed during the meeting be resolved as soon as possible and communicated to Members.