Agenda and minutes

Agenda and minutes

Contact: Jodie Kloss/Alan Garside  Email: legalanddemocratic@watford.gov.uk

Items
No. Item

17.

Apologies for Absence/ Committee membership

Minutes:

Apologies had been received from Councillors Dhindsa and Hastrick.

 

18.

Disclosures of interest

Minutes:

There were no disclosures of interest.

19.

Minutes

The minutes of the meeting held on 02 November 2017 to be submitted and signed.

Minutes:

The minutes of the meeting held on 02 November 2017 were submitted and signed.

 

20.

ICT update pdf icon PDF 90 KB

A report of the ICT Section Head updating the Panel on the delivery of the ICT service.

Minutes:

ICT update

 

The panel received a report of the ICT Section Head updating them on the delivery of the ICT service.

 

The Head of Service Transformation introduced the report explaining that the document outlined the progress made in the last 18 months, how matters had been taken forward and performance enhanced.  It had been a journey of improvement and the council was now in a positive place.  He advised the panel that the ICT Client Section Head would discuss the report in more detail.

 

The ICT Client Section Head commenced by explaining that in June 2016, the council’s contract with Capita for the provision of IT services had ended and a new mixed model for the provision of ICT was introduced; with some of the services’ functions delivered in-house and some delivered by third party contracts.  The council had procured a contract with Amicus ITS for the provision of the Service Desk and a contract for the procurement of network services – both contracts were for two years (with an optional extension of two years).  She explained how activity carried out by Amicus was now monitored.

 

The ICT Client Section Head outlined the present construct of the in-house team and advised the panel that Cabinet had approved an increase in establishment at its meeting on 4 December.  She discussed the Core Infrastructure Transformation Programme; that was an essential ‘ground up’ refresh of the entire network.  It would ensure that the council had up to date IT systems and enable the authority to adopt new ways of operating – such as mobile and flexible working and a transition to a modern telephony platform.

 

She discussed the development of the IT Strategy (2017-20) with a vision of ‘providing a stable and secure platform to support the effective and efficient delivery of service to customers’.  She outlined the associated six business objectives and how these would be delivered.  She advised members that a proposed structure for the ICT Service was approved by the Joint Management Board in October and this would maintain the mixed delivery model (with a desired continued partnership with Amicus ITS).

 

The ICT Client Section Head discussed the range of improvements carried out under the Core Infrastructure Transformation Programme.  She advised that work had also been conducted on a variety of line of business application upgrades including the roll out of Wi-Fi at the town hall and the development of IT infrastructure at the Cassiobury Hub.

 

She went on to discuss how performance in respect of the resolution and closure of incidents or service issues logged had improved significantly in the last few months and how this had been achieved – with the target of 80% reached in September.  Amicus’ performance was far better than the previous provider and this was supported by customer satisfaction feedback. 

 

In response to a question from Councillor Cavinder, the ICT Client Section Head advised that 45% of calls were a first time fix.  The Chair expressed his pleasure with the improvement in the closure  ...  view the full minutes text for item 20.

21.

End of Quarter 2 (September) 2017 /18 Key Performance Indicator (KPI) Report pdf icon PDF 1 MB

A report of the Head of Corporate Strategy and Communications providing the panel with performance indicators for Quarter 2 2017/18.

Minutes:

The panel received a report of the Head of Corporate Strategy and Communications outlining the results for the key performance indicators at the end of quarter 2 (September) 2017/18 for the service areas which were delivered by external service providers or through the shared service/lead authority model.

 

The Head of Corporate Strategy and Communications introduced the report explaining that performance remained strong across a number of indicators - with significantly more performing above target than below.

 

Of particular note, that quarter:

·        Benefits performance for new claims and change of circumstances showed sustained improvement.

·        Waste recycling, litter, graffiti and fly posting were all performing well although detritus continued to be challenging (she outlined the reasons for this).

·        Leisure centre attendance at both Woodside and Central remained strong.

·        Council Tax and National Non Domestic Rates were on target for the year.

·        Sickness absence continued to be less than five days per full time employee annually.

 

In response to a question from Councillor Cavinder reference item 19 in the report, the Head of Corporate Strategy and Communications undertook to ask the Regeneration and Property Section Head to provide the member with information on how negotiations were progressing with the Watford Indoor Bowls Club.

 

In response to further questions from members, the Head of Corporate Strategy and Communications:

·        With regard to item 12 in the report; informed the panel that the Planning Enforcement Service could become involved when ‘for sale’ boards were inappropriately used at properties.  She undertook to provide members with more information on the matter (particularly with regard to signs outside flats).

·        With regard to item 24 in the report; explained that the excellent performance on sickness absence was publicised internally and through the Peer Challenge.  The Council was recognised locally and nationally for taking innovative steps to tackle sickness issues.

·        With regard to items 26 and 27 in the report; advised that staff satisfaction and motivation issues were self-scoring elements on Personal Development Reviews. Staff surveys could also examine such matters in more detail.

·        With regard to items 34 and 35 in the report; undertook to find out to which specific ‘teams’ the indicators related, to provide further information around the priorities and to investigate whether it would be feasible to show in the report the number of calls reporting faults.  It was anticipated that the indicators for next year would be more meaningful.

 

RESOLVED that –

 

1.       The content of the report be noted.

2.       The actions requested be undertaken.

 

 

 

 

 

22.

Work programme pdf icon PDF 48 KB

The panel to review the attached work programme for the current municipal year.

Minutes:

Members reviewed the panel’s work programme for the remainder of the municipal year and considered this to be comprehensive and appropriate.

 

RESOLVED that –

 

1.      The work programme was approved.

 

 

 

 

                                                                         

 

                                                                        Chair

                                                                        Outsourced Services Scrutiny Panel

             

 

 

The meeting started at 7.00 p.m.

and finished at  8.00 p.m.

 

 

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