Westminster ICT Strategy 2008 - 2012

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Feb 21, 2014 (3 years and 3 months ago)

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Annual Report ICT Strategy 2010/11
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Westminster ICT Strategy 2008
-

2012


Annual
Report

2010
/11






















Debbie Wisdom

Head of IS Strategy

Westminster Information Services

020 7641 6255

dwisdom@
westminster.gov.uk


Version
1.0




Annual Report ICT Strategy 2010/11
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CONTENTS


1

INTRODUCTION

................................
................................
................................
...........................

3

2

MAJOR CHALLENGES DURING 2010/11

................................
................................
......................

4

3

ACHIEVEMENTS DURING 2010/11
................................
................................
...............................

6

4

CHALLENGES FOR 2011/12

................................
................................
................................
........

18

APPENDIX 1

-

Programme and Financial Plan

................................
................................
...................

24

APPENDIX 2
-

Infrastructure Free View.................................................................... .......................25


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1

INTRODUCTION

This document provides the second annual report on Westminster’s ICT Strategy 2008
-
2
012. It
outlines our major challenges, achievements and work outstanding from 2010
/11
. Finally it
describes some of the chal
lenges we expect to face in 2011/12
, followed by an up
dated
re
-
phased
financial plan (Appendix 1).

In our first annual report for 20
09 we highlighted six major projects to be undertaken in 2010
/11
:

i.

End User Computing (EUC) rollout

ii.

Next Generation Network (NGN) procurement

iii.

ICT Strategy for Schools

iv.

Implementation of Lagan CRM

v.

Redevelopment of the WIRE

vi.

Social Care System procurement

We ar
e pleased to report that, despite some difficulties and challenges, all of these have had
significant successes and are well on the way to completion. Further details on each of these can
be found within this report.

The
Managed Print Service

with Océ was
the one outstanding project identified in the 2009
annual report and highlighted the intention to review the print management technology to
improve the control of user access and print monitoring. The review was undertaken and
following successful pilot te
sting of the Océ Device Monitoring software (ODM), the package was
rolled out to users at the beginning of December 2010. Further details on work to be undertaken
in 2011 can be found within this report. It is planned to carry out an audit of Océ equipment

in
spring 2011 with a view to ensuring that it is optimised to deliver
services
effectively and
efficiently, but also to identify where remaining legacy devices could be targeted for
retirement
/replacement with Océ printers.

The council has also extended

the contract with Océ
for

an additional two year period.

This will allow an improved return on investment for those
areas looking to join the contract and ‘leverage’ the benefit from some of the lowest click rates
offered in the Public Sector.

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2

MAJOR
CH
ALLENGES DURING 20
10
/11

The key challenges for
Information Services (
IS
)

in 2010
/11

were identified in the Annual Report
2009 as follows:



EUC rollout.
To meet the demanding timescales, ensure maximum customer satisfaction
and

realise the benefits of EUC we

must continually communicate and engage with
customers so that they are fully aware of the programme and training opportunities.



Network.
We need to ensure that the procurement of the new network fully meets our
requirements in order that we can offer WCC

and our partners all the functionality and
benefits associated with unified communications on a converged network (including cost
savings).



Westminster Schools.
Getting sign‐off on the ICT Strategy for a Westminster Learning
Community will require considerable engagement with stakeholders, including
Headteachers and Children’s Services.



CRM.
Whilst the new CRM solution, Lagan, is tried and tested in local governme
nt, the real
success of the system for the Council and service users comes from the extent to which we
improve our customer journey and streamline related processes. Implementation of CRM
must be driven by the work being done to achieve the Westminster Sta
ndard for customer
services.



Redevelopment of the WIRE.
The Council’s Intranet service needs a complete overhaul
and provision has been made to commence this project in the spring of 2010.



Social care systems relet.
The contract for the social care systems

used by the Council is
due to expire in October 2011. The market has moved on considerably and there is an
opportunity through the procurement of a replacement service to transition these systems
to web based services, potentially yielding considerable ef
ficiencies. However the change
to work practices required will be considerable at a time when there is already a lot of
upheaval in social care services.

Further details of the outcomes and/or continuing work on these key initiatives are set out
within
thi
s report
.

Information Services also
had to respond to a range of issues and corporate requirements arising
during the year. Some noteworthy tasks were:

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the need to
publish all financial transactions over £500, procuring ‘S
potlight on
S
pend’
to
present the

data in an easily understood, and downloadable, format;




the
development and
deployment of a new reporting tool for corporate finance services
;




the
implementation of new security measures to respond to the
increasing demand for
smartphone support from st
aff (in
cluding
for
Windows 7 units

and iPhones);



preparing
options
in liaison with Capita and other stakeholders
for a
more ef
fective

approach to

managed ICT services within BSF schools
, in order to respond to concerns
that had been raised on the effectiv
e
ness

of the existing service contract
(
see
Schools
S
trategy

2010/11 for full details
)
; and



The

negotiation and agreement for the extension of our contract with Vertex, which has
enable
d Information Servic
es to realise some significant savings as part of t
he corporate
budget review.

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3

ACHIEVEMENTS
DURING 20
10
/11


A
wards

We are pleased to record that the efforts of IS
staff over the past year has

been

recognised
through a number of national and international awards
:












CAPITA SIMS
S
upport Team accr
editation


to the WEdICT Team



Winner

of iCMG 2010 Architecture Excellence Awards

(Shahinoor Ali)

o

Category:

Best Architecture Governance



Winner

of
the Corporate IT Forum
REAL IT Awards

(Irene McWilliams)

o

Category:
Corporate Social and Environmental Respons
ibility in IT



COI of the year (Finalist David Wilde)



The Corporate IT Forum Real IT Awar
ds (Finalist

Irene McWilliams
)


o

Category
: Partnership



e
-
Government Awards 2010 (Finalist

Irene McWilliams
)

o

Category:
Building a fairer society with e
-
Government servic
es



BCS &
Computing

UK IT Industry Awards 2010

(Finalist

Irene McWilliams
)

o

Category:
Digital Inclusion Achievement of the Year



The UK
Internet

Industry Awards 2010 (
Finalist

Irene McWilliams
)


o

Category:
Digital Inclusion Award



Westminster City Council’s
An
nual Awards 2010 (Finalist
Irene McWilliams
)

o

Category:
Community Engagement Award





The Capita SIMS
Accreditation is awarded by
Duncan Baldwin to Kevin
Mitch
ell (
WEdICT Team
Manager) and his team.

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Professional Development

Westminster IS department implemented the
SFIA Framework

(Skills Framework for the
Information Age) to boost professional development of staff a
nd better equip them for our
service culture, and to expose individuals to the ICT language. The development of SFIA was a
joint initiative of companies and professional bodies in the UK IT Industry, led by e
-
skills UK (the
Sector Skills Council for IT),

and supported by the UK Government.

Professionalism was further aided with the introduction of
the
Aspire system

developed by Leeds
City Council which provided the opportunity for staff to provide the relevant evidence of
continuous skills development
.

T
he
SFIA Framework

was mapped to Westminster City Council’s performance management
framework. This made provision for the Professional Standards set by the Council to be achieved,
and allowed staff to
align

their goal setting and quarterly appraisals to th
e development of their
technical skills.

A
Capability Register

has been created, which allows IS to balance current operational
requirements with that of future capability requirements. This will ensure that the skills required
will inform our strategic

direction and deliver a successful innovative environment.


IT Training

During 2010, t
he IS Training
Team continued to provide high quality training support to our
business through a range of forums
,

hands on
training
and one
-
to
-
one training sessions.

I
n this
financial year the team presented 458 courses, training 2
,
363 staff and covering a full
range of MS
office applications and specialist corporate apps such as SWIFT / AIS etc

The Team is continuing to support the EUC rollout through its MS Office 200
7 introductory
sessions. The Team has also had a role to play in supporting business users on a helpdesk basis, in
relation to specialist applications and the standard corporate suite.




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Infrastructure Free

S
eventeen projects
have
emerged as the effectiv
e programme for meeting our
strategic goal to be
infrastructure

free by 2015
. To date eight of these tasks have been completed
. These have
focussed on rationalising core IT services and laying the groundwork for further progress. The
completed elements
are:



Directory Services (AD)

-

provides authentication and other look
-
up services across the
Corporate IT Systems



Email (Exchange)

-

em
ail systems are now managed and hosted in CAPGEMINI data
centers



Messaging (OCS)

-

in
teractive messaging is now managed a
nd hosted in CAPGEMINI data
centers



Mail Archive (Vault)

-
ar
chiving of Email is now managed and h
osted in CAPGEMINI data
centers



Mail Filtering (FOPE and Forefront)

-

ma
il filtering is now processed in the Microsoft Cloud
before entering WCC IT Systems



Sys
tem Management (SCCM And SCOM)

-

Microsoft Application packaging and
monitoring software are hosted are managed and hosted in CAPGEMINI data
centers



Web Filtering (TMG Web Proxy)

-

w
eb hygiene is now processed in
t
he Microsoft Cloud
before entering WCC IT
Systems



Virus Protection and Workstation Encryption (Symantec)

-

a
ntivirus
, encryption and USB
protection software are now managed and hosted in CAPGEMINI data
centers

The tasks currently underway or yet to be commenced are
described later in this report.

Appendix 2
‘Infrastructure Free View’

shows the relationship between the identified projects.


In addition to the identified programme elements, 2010 also saw
the
redeployment
of the S
i
r
s
i
-
Dynix system in use by the Libraries Service

to a wholly infrastru
cture
-
free basis.

This
service
was
already operated under a managed service contract, but in December 2010 servers were
transferred off
-
site
and a full

Service as a Software


(SaaS) contract

signed
. In addition the
Libraries Service is seeking to expand

its cloud
-
based services through the expansion of
the
on
-
line
lending
(RFID system)
and
introduction of
Chip and Pin
. These elements were the subject of a
successful pilot in 2010 and are
planned for extension to all libraries in 2011.


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A key strategic e
lement in achieving an infrastructure free environment will be its engagement
with the concept of Cloud
C
omputing. IS staff are beginning to develop an expertise in this area.
During 2010 they made presentations to stakeholder managers
within
the Adults
and Children’s
delivery and support u
nits to increase their understanding of the business implications of such
areas as hosted services. In addition IS staff are now engaged with the Cloud Circle Forum


emerging as a key networking tool for IT profession
als grappling with the issues around Cloud
Computing.

Social Care Systems (SCS) Re
-
let

T
he current SCS Sy
s
tem contract will be expiring in October 2011. A multi
-
disciplinary team has
been tasked with the re
-
tendering process.

To date, a
business specif
ication has been developed
and tender dialogue sessions are now taking place with shortlisted suppliers.
The contract will be
awarded as a framework enabling other authorities across London to procure their social care
system through it. We are working ve
ry closely with Hammersmith & Fulham and Kensington &
Chelsea during the procurement process.


End User Computing (EUC)

The rollout of laptops, PC’s and software based on Office 2007 is proceeding

and is now close to

completion
. A joint Vertex/ CapGemini/

Information Services team is in place to oversee progress.
The project was faced with significant challenges in meeting the problems posed by legacy
software and systems, but through a process of audit and testing a standard build has been
established an
d the rollout is progressing to programme.

Over 2500 machines have been deployed, meeting the programmed target for WCC and Vertex
staff, and a further 500 machines
are scheduled
.

In addition to its many operational benefits, the EUC rollout is also prov
id
i
ng
strong
support for
the strategic aim of developing remote working

and staff mobility
.
All EUC devices now have
inbuilt VPN support and security tokens have been issued to the majority of users


with a
continuing takeup of some 11 tokens each week
.



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Next Generation Network (NGN)

T
he procurement of the
Next Generation N
etwork
Framework
during 2010/11
identified Virgin
Media Business (VMB) as our preferred supplier and
the
contract
was awarded on 15
th

April 2011.

During competitive dialogue Westminst
er and the London Borough of Waltham Forest refined the
requirements resulting in a f
ramework
which
comprises a core data network
and

optional services
covering
internet provision, IP
telephony

(including IVR)
, CCTV, wireless (both on premise and
street),
video
-
conferenci
ng and LAN (local area network).

We will achieve savings of at 20% on the
core network and anticipate significant savings as we transition to some of the optional services
over the life of the four
-
year framework.

Governance of the framewor
k has been established which will entitle all London boroughs,
Health, GLA (including TfL, Metropolitan Police,
and Fire
) and Westminster schools

to procure
from the framework and
have
a
direct relationship with the provider
. This will not only increase

ef
ficiencies

but also enable the convergence of networks allowing for collaboration, sharing

and
joint working across the public sector in London
.


Westminster

Info
rmation
Management

S
ystem
(WIMS)



In 2010
the Corporate Services Team
deliver
e
d

a

s
ubstantial

upgrade
of

the
corporate
Oracle
database to version 11g and to ‘JDE 9.0’ system provid
ing
a fully web
-
based financial solution
.
Th
e upgrade has been
successfully

implemented, with ong
o
ing user training
. The Team has also
created a

new hosted
-
service con
tract to support
WIMS that

will provide savings over the next
two years.

GIS Mapping; Business Intelligence; Property Gazetteer



The GIS Team provides a well
regarded
and significant service to Delivery and Support Units
across the Council.

In addition

to its day to day management of the service, the GIS Team
introduced a number of operational improvements during 2010/11, including setting up a
Sharepoint site to record metadata for all GIS database layers, and establishing a
users


group to
enable busi
ness areas to access the GIS database through their desktop
.
This latter
enhancement
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helps

reduc
e

the GIS data silos that are currently stored on the
corporate
J
:

drive. The Team
completed approximately 250 map requests and 500 Gazette
e
r

requests during
the year.

During 2010/11 The Team
also
tackled a substantial portfolio of project work, as follows:


BI Projects



BOXI Upgrade: Set up of the new BOXI environment and migration of all existing reports. This
involved liaising with external contractors, CapG
emini and Adults and Childrens business
areas. The report migration involved the redevelopment, error investigation and correction of
over 500 reports
;

Corporate Property MI Dashboard: Set up as a proof
-
of
-
concept, bringing together data from
Tribal, WIM’s

and ADSM Energy database
;



Highways Value Management


Phase 1: Designed to enable the planning of the 2011
-
12
transportation capital schemes
;



Redevelopment of existing dashboards within Pest Control, Housing and Parking to
incorporate new business process
es
;



Parking NSL Contract Monitoring: Developed for the new parking contractors NSL, to monitor
KPI’s. Used by Parking business unit and NSL management
;



Highways Licensing: Development of new reports to incorporate data from Uniform, resulting
in the decom
missioning of existing Access reports
; and



Licensing Dashboard: Developed to replace the existing Access reports and provide a single
source for all licensing reports. Phase 1 has been completed; this includes a Case Overview
dashboard and a Licence Fee c
alculation report.


GIS Projects



Procurement of GIS Web upgrade: LocalView fusion and the business and community
templates have been procured. This is an upgrade to the existing WIRE and web maps that
will lead to an enhanced user interface and a reduced
administration overhead.


Gazetteers



Electoral Register Match: A matching exercise was carried out to match the electoral register
property database to Westminster’s LLPG. This has been completed and is ready for Electoral
register business area to incorp
orate into their system
;

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Census: The Team worked closely with the Population Working Group to prepare the LLPG for
the Census. This included matching properties and tidying up areas of the database
; and

Swift Address match: A matching exercise was carrie
d out to match the SWIFT property
gazetteer to the LLPG. This work will continue into 2011
-
12
.



Information Governance & Information Management


As part of the remodelling of Information Services (IS) during 2010, the Knowledge & Information
Management T
eam was established
as the key public
-
facing service within IS.

Since its inception the strategic remit of the Team has been to help drive the Council’s
transparency agenda, and respond to the requirements of the Data Protection Act. This

is being
achi
eved by developing standards and processes to transform
both
the governance and
management of corporate
information

and to ensure that there are robust standards for the
privacy, accuracy and integrity of data. The work of the team also has a significant
impact on a
range of corporate initiatives. Including work arising from the Tri
-
Borough proposals and the
corporate channel shift projects.

In 2010 the team established a database and associated quality assurance processes for
monitoring requests for surve
illance under the Regulations of Investigatory Powers Act, in line
with the Home Office guidelines. A recent visit by the Office of Surveillance Inspectors (OSC) said
that this was one of the best examples of quality assurance they have seen.


An 8 week au
dit of
WCC data was completed in December 2010. This

information audit provided a comprehensive
picture of the WCC information ‘estate’ which underpin
s our transformation programme.

The
audit supports not just data compliance but also business efficiency
by allowing IS to set the
future standa
rds for information management.

The data is now being analysed and the results
will be shared across

business units.


A new Information Handling policy has been developed through the Knowledge Board for
approval by S
EB and SLT. The policy, and its associated codes of practice on security and
classification of information, will be ‘cascaded’ throughout the organization.

Work has begun on the SharePoint Strategy and the J drive migration planned for Summer 2011.
It i
s recognised that data migration and the use of tools such as SharePoint need to be viewed
within the wider context of how users access information. The key will be to understand the
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limitations of our current SharePoint tools, the scope for its developme
nt, and the overall
governance framework. This work will progress in 2011.

The handling of
Freedom of Information (FOI)
requests
was a significant challenge in 2010 and will
continue for 2011. There have been approximately 1500 FOI requests in 2010
/11
,

by

far the
highest level of any UK local authority.

In 2010
/11

work within the Records Management team focused on determining options for the
future management of the Council’s record system, particularly the outsourcing of this function
and ways of realis
ing significant savings.


Westminster Digital Inclusion Framework

WCC have recognised the importance of digital inclusion and responded by
the appointment of
Cllr Melvyn Caplan as Westminster’s
Digital Champion
,

and developing the Westminster’s

Digital
I
nclusion Framework which
encompasses:



the IT Support Forum
;




the Westminster InTouch website
;



the Community Computers scheme.

To date
92 charities and 6
1 Westminster re
sidents have received 4
00 recycled computers with
Microsoft licenses.
The scheme ha
s enabled communities to set up 16 IT training rooms, reaching
upwards of
20
,000 Westminster residents,
for use by after school clubs, job seekers and silver
surfers alongside computers for the smaller charities who
have improved facilities to support thei
r
organisations.
The success of the Framework has been recognized in a number of awards during
2010/11 (see section on
Awards)

culminating in being announced winner at the
Corporate IT
Forum REAL IT Awards 2010.

Meetings have been held with GLA and other
London
boroughs to expand the scheme pan
-
London.






WSPM Agape After School Club receiving 16
computers for their new IT Suite.

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Web Services


D
uring 2010/11

considerable work was undertaken on Web
-
based services
.


Internally, the WIRE intranet site underwent a major upgrade and redesign to improve its
handling of content, usabi
lity, and facility to generate feedback from staff, including an improved
implementation for ‘social media’ such as the staff discussion forums
,
noticeboard

and
surveys.


In relation to the Council’s external Web
-
services
a variety of projects
were
deliv
ered to support
Westminster’s customer
-
centric strategy and to meet

legislative requirements:




Family Information Directory:
This project aimed to fulfill the duty under the

Child care
Act 2006 to establish and maintain a service providing information to
the public on child
care facilities and publications. This project delivered a fully functional search and retrieval
solution with Service Provider registration fro
m the national FID aggregator. This went live
in Dec 2010.
The service details can be viewe
d on
http://www.westminster.gov.uk/fid/



e
-
Petitions:
This project allows the Council to
respond electronically to petitions and tell
local people what action is going to be taken to address their concerns.
A cloud/hosted
solution was provided that allows business units to manage the process with complete
autonomy. This went live Dec 2010. The service details can be viewed on
http://www.westminster.gov.uk/fid/


and
http://petitions.westminster.gov.uk/



Salesforce.com for Car Park Sales:
This project supported the

Council’s Car Park Sales
Team by establishing an efficient and effective way of managing existing o
r new customers
for sales
-
related activity, and tracking and measuring the ROI for sales campaigns aimed at
increasing revenue. It also created a valuable marketing database by merging existing
supplier data. A SaaS/Cloud
Salesforce.com

solution was judged to best meet these
requirements and address the business opportunity. The solution was implemented
through Oct/Nov 2010 and has strengthened the corporate tool kit for B2B CRM capability.



Special Events Applica
tions Online:
This project delivered a customer portal to improve
the management of event and filming applications between the Council and the Spe
cial
Events Group back office.
An interactive online application process was delivered allowing
the customer
to save forms and return to complete before submitting
-

matching the
natural business process required to

complete an event application.

This went live
in
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Dec
ember

2010.


The s
ervice details can be viewed on
:

http://www.westminster.gov.uk/services/business/specialevents/



Green Parks Map project:
the project provided a WCC website portal enabling

residents,
visitors and those that work in Westminster and use westminster.gov.uk t
o access
information on the green spaces. It also enables content owners to better create and
manage pertinent information relating to Westminster's green spaces in a more
appropriate and enriched design. This went live in July 2010. The service details ca
n be
viewed on
http://www.westminster.gov.uk/myparks/



User
-
ability Updates on main site:
Between May and June 2010 two independent usability
studies were performed on the Westminster.gov.uk website. The
aim of these studies was
to observe how users traverse key user journeys across the site, what tasks they achieved
successfully and what tasks were not completed. The results of these studies and
subsequent recommendations were presented to the Council and

a number of them
implemented. In addition to the UAT feedback, there are small changes to the “Was this
useful” functionality across all article pages that will allow more accurate and a
ctionable
data to be collected.



Service Definitions Register
:

has be
en created to facilitate channel management. This is
the method by which members of the public can be directed to the correct service
area/officer.



Customer Relationship Management (
CRM
)
and
Case Management

practice was
introduced

using the platform provided by Lagan technologies to guide the corporate
handling of customer services
.

Three other areas of
web
-
related
development in 2010 are
noteworthy:



The Council's web
-
site and the Symphony Content Management System (CMS) have been
re
-
designed to provide a responsive and informative tool to enrich the visitors’ experience
and provide access and engagement into services provided by the Counci
l
;



The Web is emerging as a powerful tool to support the Council’s revenue stream. For the
financial year 2010/11,
a total of
232,029 online transactions were processed with a value
of £22,303
,
908. This included 19,436 Paye.net transactions with a value
of £2,026
,
849
;



Improved Information management:
t
wo Sharepoint applications developed by
Information Services have now been adopted corporately
:

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o

The project management sharepoint portal is in use by Transformations and
Project Team to standardise the Cou
ncil’s project management practice

o

The Information Services Risk Register is now the formal corporate risk
management

tool.

Service and Delivery Units


Operational Initiatives

Due to budget cuts Westminster
’s Delivery and Support Units

are expected to de
liver better
services with fewer resources
.
It is essential for IT systems to act as an enabler in supporting
business to deliver agreed outcomes.

Two particular areas have seen significant development in
2011:

A)

Built Environment & City Management

IT has
been
a
key
element in progressing
the objectives set out in
the
Core Strategy

for Built
Environment and City Management
.


The main IT developments in 2010, and extending through
2011, include:



Veolia/Lagan integration
: The design stage is now complete and
work is underway to
develop the integrated solution. Benefits include cost savings through consolidation of
systems, residents/businesses will better informed and operational efficiencies improved
through the capture of better quality information and the a
bility to respond and report
back proactively on other issues
;




Highways and Public Lighting Services re
-
let:
Information Services
have been
extensively
involved

at both Steering Group and Project Group levels to define and shape the IT
deliverable of the
future
contact re
-
let.
With the Transerv extension now in place, plans
will continue to be developed

to implement a more cost effective and efficient solution
that will link all Service Lots and improve on street capabilities

for the longer term
.

In
the
s
horter term
, work is also underway to migrate Confirm to an alternative hosted
environment to realise further operational savings and efficiencies
;



Uniform/IDOX Documents Management System extension:

The Council is currently
renegotiating the extension of

the Uniform and IDOX Document Management Systems
into a remote hosted managed service.


The exercise will realise savings and significant
cost avoidance, in addition to the introduction of new application and version upgrades
that will improve the user in
terfaces and streamline operational support at a lower cos
t;

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Upgrade of the online planning register
:
Work

is underway to replace the current online
Planning register in support of the Channel Shift project. This will deliver significantly
enhanced functio
nality and improved self service for residents and businesses where they
can be automatically informed when new applications are submitted in their areas of
interest or when applications they are monitoring proceed through the planning process.
Payback on
savings identified by the Channel Shift team will be realised within 13 months
of the launch early in summer 2011.


A similar

solution is to be deployed for Licensing.

B)

Legal and Democratic Services

T
he upgrade of the Electoral Registration system to the we
b
-
based

Halarose system

was
completed in 2010/11
.


Telephony

Rollout of the c
orporate
t
elephony solution is now comp
lete. The way in which schools
connect
to the corporate telephony system has also

been recently reviewed. Whilst
as a pilot exercise
interc
onnection

has been achieved now allowing
a
s
chool to use t
he London Grid for Learning
(LGf
L), it has been decided to continue such connectivity via Featurenet in the interim pending
futu
re consideration of use of the Next Generation Network (NGN).
Work

has

continued on
rationalisation of
b
oth data and telephony lines to
remove unnecessary cost


including the
withdrawal of the staff home broadband service.

Consideration is now being given to centralising affected budgets to put control of ongoing
expendit
ure in one place.

General expansion of Smartphones and Blackberries has continued with the successful
introduction of a Blackberry offering based on our T
-
mobile service. This expands the range of
Smartphones available to staff as part of Westminster’s m
obile working strategy. New
connections are only being facilitated on the T
-
Mobile Network as part of the Ericsson Corporate
contract.

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4

CHALLENGES FOR
201
1
/12


The ICT Strategy 2012 to 2016


A major focus for the Strategy Team in 2011, and indeed for all

IS staff
,

will be to
prepare

the next
four
-
year strategic plan.
Information Services
will continue to develop the themes established in
the 2008/12 Strategy around key areas such as infrastructure free environments, mobile working
and customer centric fo
cus, and we acknowledge that our strategy must now adapt to a new set
of challenges and development opportunities created by the current economic climate
,
the
emerging trends in IT technology

and the shared services agenda
.

Westminster recognises
the key c
hallenges for 2011
/12

as:

o

Financial
constraints
;

o

Infrastructure free
environment
and the Cloud
;

o

Tri
-
borough w
orking
;

o

Collaborative w
orking
.

Westminster City Council will be challenged over the next few years to meet the
expectations of
its

customers in an
environment where limited capital funding will be available. This will require
an innovative and flexible approach
.

The leading IT players are increasingly embracing the cloud
computing style of IT and
cloud
-
based
services are likely to be prevalent over

future years.
Westminster has partly embraced this approach through its infrastructure free objective and will
continue to do so
,

recognising the cost and efficiency benefits
that can b
e achieved.

Westminster,
the
L
ondon
B
orough of
Hammersmth & Fulham an
d
the Royal Borough of
K
ensington & Chelsea have agreed a joint enterprise to combine selected services and ‘pool’
resources with the broad aim of collective savings of a
pproximately

£35 million by 2014/15.
Information Technology will be
crucial

in delive
ring these savings by linking systems and sharing
resources. Detailed planning will be undertaken during 2011, and the IS Strategy will clearly need
to be developed with the Tri
-
Borough proposals at its core.

Collaborative working at a regional level wil
l require the building of links to other London
Boroughs, the Voluntary Sector and other
public sector
agencies to share data and develop joint
initiatives. In Westminster our strategy is aimed at the development of improved data handling,
Annual Report ICT Strategy 2010/11
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25

shared staff ex
perience, shared best practice and resources and more effective internal
communication. This will be implemented through the use of new technologies and new data
structures. In particular, Westminster’s strategy will need to respond to the challenge of
d
eveloping SharePoint

as the Council’s main storage and document sharing tool, in replacement
of the ageing J drive data storage.

Operational Initiatives for 2011/12


The primary focus of operational IT in 2011
/12

will be to achieve savings in line with th
e Council’s
financial objectives. However, there will be significant activity to respond to w
ider initiatives such
as the Next Generation Network (NGN)

project. Other projects planned for 2011 include the
extension of CCTV/Wireless provision, asset ratio
nalisation and further development of the
Security and Code of Compliance Standar
ds (CoCo) introduced in 2010.

Two projects originally planned for 2010/11 encountered difficulties and were not achievable
within the timescale envisaged. However, both proje
cts are now
targeted

for action in 2011/12,
namely:



Review and upgrading of the WiFi service to better meet our corporate needs; and



Deployment of a mobile UNIFORM platform for City Manag
e
ment and N
o
ise Teams. This
project was subject to a pilot study in
2010 but the software identified was judged to be
unsuitable for client needs and deployment was suspended. It was determined to revisit
this project following
a

‘re
-
build’ of the corporate tablet software.

Next Generation Network (NGN)

2011/12 will see
Westminster’s existing wide area network (WAN), DMZ and internet provision
transitioned over to Virgin Media Business’s (VMB) MPLS Cloud network. The key challenge will be
aligning the end of existing contracts or novating them to VMB in such a way that We
stminster
achieves cost savings as quickly as possible.

We will also be using NGN to provide convergence of networks between Westminster,
Hammersmith & Fulham and Kensington & Chelsea. This needs to be achieved in early summer
2011 in order to provide th
e connectivity between the boroughs for the joint Children’s and
Adult’s Services.

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Westminster

Information Management

S
ystem
(WIMS)


For 2011
/12
, a major focus for the WIMS team will be working within Project Athena on

consultation with business users
for

the replacement of key business
systems, such as

financial
systems, HR payroll and asset management.

The team will assist

the

Finance
Department to

re
-
model

the Chart of Accounts

and
t
o introduce a

new reporting
tool namely,
Insight Software
.
The tea
m will also

be

involved in the
Implementation

of
the
Real Asset Management (RAM)
system

and s
upport

channel shift by enabling
the

increase

of
electronic payment methods

such as
Paye.net and Income stream
.

GIS Mapping; Business Intelligence; Property Gazett
eer


During 2011
/12

the team will b
e
carrying
out an extensive range of upgrade and development
tasks across its three key task areas, as follows:

Business Intelligence:



Completion of the Phase 2 projects for Street Management and Highways Value
Management
;



The development of 3 dashboards for Adults Services (Caseload Weighting, Safeguarding,
and Older Persons & Physical Disability Data Quality), together with the c
ompletion of the
requirements for the existing Licensing Dashboard (Phase 2);



Responding to t
he interest expressed by a variety of departments for new and improved
dashboards. These include enhancements to exiting dashboards for Licensing, Noise and
Highways and the development of dashboards for Built Environment including
Development Planning, B
uilding Control and Environmental Health; and



Full documentation and review of existing BI architecture, and enable business analysts
direct access to the data warehouse via Excel 2007, to reduce the overhead on ICT
resources and permit ad
-
hoc analysis t
o be carried out.

GIS Mapping



A major
GIS Upgrade

has been programmed
, with the Installation

of ‘LocalView Fusion’ taking
place in May. The team
w
ill then fully design and test the solution ready to launch the
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WIRE site in June, followed by the gradu
al r
eplacement of the Web maps in July/August,
and marketing and training for the new solution;



Rol
l
-

out

of

metadata to business areas to encourage contribution and sharing

of

GIS data;
and



Merging the GIS and BI data warehouse to increase user confidence i
n the GIS data, with
the maps being displayed in Sharepoint alongside the BI dashboard


Gazetteers



Swift Address Matching: Continuation of the 2010
-
11 project to match the 2 property
databases, working closely with the Application Support to achieve this;



Census: a joint projec
t

with the Population Working Group to investigate and correct
errors in the LLPG that were identified through the census process; and



LLPG and NSG clean up: as

the existing LLPG contains a lot of data anomalies, the aim is to
disc
over problem areas, investigate and correct the errors. T
h
e LLPG is currently achieving
minimum standard, but by the end of the year the aim is to reach ‘bronze’ level.

Information Governance

For
2011/12
, the Knowledge & Information Management Team is dev
eloping action plans and
recommendations, drawing on the results of the In
formation Audit
undertaken

in 2010, and
with
a focus on sharing data, protection of data, classification and security.

T
he team is seeking to make collaboration tools such as Share
Point more accessible to staff and
business management. The key challenge will be to facilitate these changes through the ‘smarter’
use of available technology.

The
data migration and use of tools such as SharePoint need
s

to be
viewed within the wider c
ontext of how users access information. The key will be to understand
the limitations of our current SharePoint tools, the scope for its development, and the overall
governance framework.

Due to the increasing volume of requests for information (includin
g CCTV) under the Data
Protection and Freedom of Information Acts, in 2011 the team will develop a dashboard to
monitor and display volumetric information
.

In 2011
/12

Records Management will

continue to examine the options for outsourcing corporate
storage
, but anticipate joining a Framework agreement. Alternatively, should this not be an
option, a tender process will be entered into which could, subject to any objections, roll over into
Annual Report ICT Strategy 2010/11
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next year. The RM team will also aim

to develop the role of departme
ntal Record Management
Champions.

Web Services

T
he key focus
for 2011
/12

will be

enhancing the responsiveness of the corporate web pages and
developing an improved platform for self
-
service applications
.
Preliminary work commenced in
2010
to promote and a
chieve

channel shift and citizen
personalis
ati
on
. This will support the
Council’
s strategic objective of the ‘12
by12’ channel shift objective (reducing the p
ublic access
numbers to 12

by the year 2012), the Access for London 101 project and the tri
-
boroug
h initiative.
This
has been

carried out under the direction of the Customer Commissioner, including options
for the introduction of an integrated interactive voice response system
.

Although the development of a corporate web capability roadmap and archite
cture was
started
during 20101
,

work to progress this initiative will be undertaken in 2011/12, s
ubject to business
case and funding approval.

Telephony

Looking forward into 2011/12, areas are being explored

with the business to use the I
nteractive
V
oice R
esponse functionality of t
elephony as part of our corporate 'Channel Shift'. Work will be
taken forward with the new NGN supplier as to how

further benefit maybe obtained
both in
respect of the cost of core connections into locations and the wider telepho
ny services they may
offer. An upgrade to the
software of the existing core Ericsson system is also an area now being
considered.

Arising from the tri
-
Borough proposals, Information Services is carrying out a feasibility study on
the introduction of a vide
o conferencing facility, for report in
summer

2011. The study envisages
an initial provision of conference rooms across the three Boroughs, but with the potential to be
scaled up towards a desktop
video facility for all staff.

Infrastructure Free

Still in

progress (and covered elsewhere in this document) are three key projects:



Social Care a
pp
lication
s
-

under Social Care re
-
let



Financial and HR Applications



u
nder
WIMS (P
roject Athena
)



Wide Area Network
, DMZ,
W
ireless

and Access Services


under NGN

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In
addition
,

the Infrastructure
-
free objective will be further supported through the migration of
UNIFORM and IDOX DMS, programmed for commencement in 2011 and for full implementation
by April 2012
.

The remaining six Infrastructure schemes have yet to be form
ally programmed but are intended
for commencement during 2011.



(Collaboration Software) SharePoint



Citrix: consolidation of Citrix applications into a single server farm



Virtualisation Platform (VMware): this currently exists through a number of social c
are
applications, but CAPGEMINI are developing a single corporate solution to be
implemented

when WCC move from City Hall to new offices.



SQL 2008 (Database platform): consolidation into a single server farm



Internet Information Server

7 (Web platform):

consolidation into a single server farm



S
torage
A
rea
N
etwork (SAN)
: this will be retained to end of life.

Overall, the move of servers from WCC data centres will be driven by the prospective move from
City Hall
. As part of this relocation

it is planned
to virtualise as much of the infrastructure as
possible
,
and then transfer the remaining server estate to Lisson Grove
. In addition

a disaster
recovery capacity
would be
maintained within RB
Kensington &

Chelsea’s data

centre
.



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APPENDIX 1

Programm
e and

Financial Plan 2008


2015


Strategic IT
programme

ORIGINAL

(2008
)

estimated
completion
date



ORIGINAL

(
2008
/
12
)

Capital
investment

£000’s

REPHASED

(2010
)

estimated
completion
date


REPHASED

(2010 /14)

Capital

investment

£000’s

REPHASED

(2011)

estimated

completion
date


REPHASED

(2011/15)

Capital
investment

£000’s

ICT
Remodelling



March
2009

600

March 2012

600

March 201
1

COMPLETED

0

IT
infrastructure:
Unified
Comms


March
2010

4,668

March 2014

3,717

March 2015

818



IT
infrastructure:
Desktop &
Datac
entre


March
2011

13,120

March 2014

11,828

March 2015

4,141


Corporate
Systems:
Worksmart
Mobile


March
2011

728

March 2011

634

March 201
1

COMPLETED

0

Corporate
Systems:
Resource
planning


March
2012

863

March 2011

827

March 2015

38

Corporate
Systems:
C
itizen centric
service


March
2012

3,746

March 2012

3,173

March 2015

164

Case
Management
Systems:
Central
Services

March
2012

75


March 2010

75

March 201
1

COMPLETED

0

Case
Management
Systems: Built
Environment

March
2012

2,251

March 2013

2,176

March 2015

570

Case
Management
Systems:
People
Services

March
2012

7,015


March 2013

6,342

March 2015

1,244




33,066




29,372




6,975



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EUC INFRASTRUCTURE
Infrastructure Free Zone
TELEPHONY
Fixed Mobile
Universe
Ericsson MX
1
Mobile Data
DR Ericsson MX
1
T
-
Mobile
DR Fixed Mobile
Universe
SECURITY
TMG ANTI
-
SPAM
TMG WEB PROXY
TMG EMAIL
FILTERING
FOPE EMAIL CLOUD
SERVICES
Exchange
2007
Active Directory
2008
SCOM
2007
Windows
2008
DFS
EUC SAN
OCS
2007
(
Messaging
)
SCCM
2007
TSM
SCCM
2007
SCOM
2007
DNS
Archive Email
:
Vault
DHCP
SOFTWARE AS A SERVICE
CONFIRM
XOOMWORKS ARIBA
AIRLOCK WCC
WEB SERVICES
Web Filtering
:
Websense
Libraries SirsiDynx



SOFTWARE AS A SERVICE HOSTED IN WCC
LAGAN
(
Customer Relations
Management
)
CAPITA ONE
ELECTORAL REGISTER
ICPS
(
Parking
)
TRIBAL
(
Property
Management
)
CAPITA PAYMENT
TABS
(
facilities Management
)
Wireless City
Library Public Wireless
WEdICT Anycoms
(
secure
schools data transfer
)
Third
-
party access
Electoral Register
GIS Archims
In progress toward Infrastructure Free
SOFTWARE AS A
SERVICE
UNIFORM IDOX
Schools
WEdICT SIMS
FINANCE
ORACLE HR
WIMS LIBERATA
AIM
/
ACR
/
PAYE
.
NET
SOCIAL CARE
ICS Swift
Careworks
eCAF Swift
ESCR Swift
(
Information at work
)
AIS Swift

Next Generation
Network
Managed Internet
Service
Wide Area Network



Needs to be viewed and
printed in colour
TITLE
WCC Infrastructure Free Map
SUBJECT
Infrastructure Architecture
REVISION
V
1
.
0
DRAWN BY
Shahinoor Ali
DATE
19
/
04
/
2011
S
A
N
S
A
N
LEGEND
RAG Status
Current Urgency for Change
Red
Amber
Green
Low
High
Infrastructure Hosted in WCC
:
potential candidates for Infrastructure free
Blackberry
Sharepoint
(
MOSS
)
2007
SQL Servers
2008
Consolidation
Storage Area Network
(
IBM
)
Active Directory AM
2003

VMWare ESX VSphere
Citrix Farms Consolidation
Legacy Backup Exec
Internet Information Server
(
IIS
7
)
consolidation
WIRE
Library ICT
Performance Point
Primary identified tasks
secondary identified tasks


APPENDIX 2


INFRASTRUCTURE FREE VIEW