Agenda item

Purpose of the report: This report has been written to support the review and consideration of the IT & Digital Service by the Select Committee. This report provides an update to the overview provided to the Select Committee in 2021.

Witnesses:

David Lewis, Cabinet Member for Finance and Resources

Leigh Whitehouse, Deputy Chief Executive and Executive Director of Resources

Matt Scott, Chief Digital Information Officer, IT & Digital

Jo Blount, Portfolio Lead – Digital, Data, Technology & Culture

Lorraine Juniper, Head of Engagement and Innovation

Key points raised during the discussion:

1.    A Member, referring to the performance monitoring report included in Annex 10, asked what had caused the spikes in work time lost due to IT problems in September and December 2022. The Chief Digital Information Officer, IT & Digital explained that the September spike was because of an increase in password resetting requests and additional support calls regarding devices at the beginning of the academic year. The December peak related to an isolated issue where an individual recorded disruption lasting 40 hours. The Chief Digital Information Officer added that peaks were monitored and built into the continuous improvement plan.

2.    A Member asked if any system issues had been reported in relation to the recent renewal of parking permits as some residents had reported IT problems, such as addresses not appearing in the drop-down list. The Chief Digital Information Officer would report back to the Committee following further investigation of these issues. The Chairman questioned the testing and checking of such systems to ensure they work in advance. The Chief Digital Information Officer said that testing should be carried out in advance but could not currently comment on this issue as it had not been raised within the support channel. The Chairman requested further information to include an explanation of what went wrong and an overview of the testing that took place. Action - The Chief Digital Information Officer, IT & Digital

David Harmer left the meeting at 12:25pm

3.    A Member, in reference to paragraph 31, was concerned that transform projects were not currently reported to Cabinet in the way that Run projects were and asked how Cabinet was monitoring such projects. The Chief Digital Information Officer explained that reporting of transform projects took place through the Transformation Assurance Board in addition to IT & Digital briefings to the Cabinet Member, who would disseminate updates to Cabinet Member colleagues. There had been recent focus on methods to enhance oversight to all projects and ensure all reports would transition through the new mechanism to ensure Cabinet engagement. The Cabinet Member for Finance and Resourcesconfirmed that whilst not yet at an advanced stage, work had been taking place to ensure that each portfolio holder had visibility of all projects within their areas of responsibility.

4.    The Chairman queried how the ‘global average’ customer satisfaction referenced in paragraph 29 was defined. The Chief Digital Information Officer said that a benchmarking exercise had taken place using the global average of a global benchmark software tool.

5.    The Chairman queried the percentage of unsuccessfully blocked cyber-attacks. The Chief Digital Information Officer confirmed that to date, any attempts at cyber disruption had been successfully prevented. The Cabinet Member for Finance and Resources noted that cyber-attacks remained the highest risk on the risk matrix and everything possible was being done to protect the Council’s systems. The Deputy Chief Executive and Executive Director of Resources said that cyber-attacks were included in monthly performance Key Performance Indicator (KPI) headlines and included a list of unsuccessful attacks to drive awareness and staff behaviour. The Chairman sought reassurances that efficiencies would not be considered in this area. The Chief Digital Information Officer confirmed no efficiencies were planned and added that any investment requests had all been met.

6.    A Member asked if the Council had access to people with knowledge around hacking. The Portfolio Lead, Digital, Data, Technology & Culture confirmed that this was covered by the penetration testing.

7.    The Chairman, in relation to the workforce in this highly competitive sector, asked what non-monetary incentives were offered to staff. The Chief Digital Information Officer explained that the focus to be seen as an employer of choice was key and involved publicising the Council’s innovation and continuing professional development offer to appeal to prospective applicants in addition to the Council wide discount schemes.

8.    A Member asked what officers would do in an ideal world to attract candidates. The Chief Digital Information Officer said that although challenges existed with competitiveness around pay, interest in work was also a key factor in attracting candidates who were focused on developing their experience within innovative areas.

9.    The Chairman asked if training was offered to districts and boroughs. The Chief Digital Information Officer explained that this area required sensitivity, with support and guidance available to districts and boroughs through an existing professional network.

10. A Member queried how finance, recruitment and other constraints impacted provision of the service. The Chief Digital Information Officer said whilst demands on the service were satisfied, a backlog existed and staff had multiple areas of focus which affected other areas of response. The Portfolio Lead added that a lack of capacity risked working in silos and could mean that required standards may not be met.

11.A Member questioned if available IT resources were adequately promoted. The Chief Digital Information Officer said that could be more awareness of resources and welcomed feedback from Members regarding the most effective ways to address this. The Cabinet Member for Finance and Resources suggested the Member Development Steering Group could feed into this work.

Resolved:

The Resources and Performance Select Committee recommends:

1.    That, acknowledging that there is no resource surplus or unutilised capacity that can be used to respond to spikes in demand or the steady increase in demand, the Cabinet considers a business case from the IT Service to grow its capacity to meet increasing demand, placing paramount importance on cyber attack prevention.

2.    That Cabinet has constant oversight when making efficiencies to ensure that doing so does not place the Council at greater risk of cyber attack.

3.    That Cabinet monitors Transform projects through regular highlight reports outlining activities undertaken, activities planned, any issues and key risks.

4.     That Cabinet Members continue to engage with the IT & Digital Service to align its work with the Council’s key corporate priorities.

Actions:

1. The Chairman requested further information and an explanation of the issues around the new renewal of parking permits system to include an overview of the testing that took place. Action - The Chief Digital Information Officer, IT & Digital