Professional Documents
Culture Documents
Information Systems
and Technology
Strategy 2007-10
May 2007
“The Council should develop and communicate its long term strategy for achieving
efficiency gains and service improvements through the use of new technology.”
eGovernment Audit Report, 2005
IS&T Strategy Final 1.0 17 May 2007
Table of Contents
1 Background and Introduction........................................................................................3
1.1 Delivering Customer Excellence in Partnership.........................................................3
1.2 The Challenges We Face...........................................................................................3
1.3 Our Business Drivers and Objectives.........................................................................4
1.4 Purpose of the IS&T Strategy.....................................................................................5
1.5 Scope of the IS&T Strategy........................................................................................5
1.6 Overview of the Strategic Framework........................................................................6
2 The IS&T Strategy 2007-2010..........................................................................................7
2.1 Leadership and Governance......................................................................................7
2.1.1 Introduce Leadership for Information Management...................................................... 7
2.1.2 Provide and Increase Capacity for Strategic Governance............................................ 8
2.1.3 Strategic principles for Leadership and Governance:................................................... 9
2.2 IT Commissioning and Financing...............................................................................9
2.2.1 Create New Ways to Fund Council-wide Infrastructure................................................ 9
2.2.2 Improve the Effectiveness of IS&T Commissioning...................................................... 9
2.2.3 Strategic Principles for Commissioning & Financing:.................................................. 10
2.3 Knowledge, information and data management...................................................... 11
2.3.1 Develop Effective Information Management............................................................... 11
2.3.2 Have a Single Consistent Source for People and Property Data................................ 11
2.3.3 Improve Strategic Management of Major Information Systems................................... 12
2.3.4 Improve Bristol's Capacity for Evidence Based Decision Making................................ 12
2.3.5 Provide Tools for Online Collaboration Across the Council......................................... 13
2.3.6 Strategic Principles for Knowledge, Information & Data:............................................. 13
2.4 Technology architecture...........................................................................................14
2.4.1 Provide a Shared Toolkit for Change.......................................................................... 14
2.4.2 Design a Technology Architecture to Support Change............................................... 15
2.4.3 Provide Good Quality Managed Desktop Software Tools........................................... 16
2.4.4 Provide technologies in support of flexible working..................................................... 16
2.4.5 Strategic Principles for Technology Architecture......................................................... 17
2.5 Internal Organisation and Staff................................................................................ 18
2.5.1 Improve Council Staff Skills in the use of IS&T........................................................... 18
2.5.2 Provide the Skills to Design and Implement Change.................................................. 18
2.5.3 Change the Roles and Structure of the IS&T Service................................................. 19
2.5.4 Keep IS&T Professional Skills up to date.................................................................... 20
2.5.5 Strategic Principles for Internal Organisation and Staff............................................... 20
3 Delivering and Measuring the Impact of the IS&T Strategy...................................... 21
4 Appendix 1 – High Level Action Plan.......................................................................... 22
4.1 Consolidated Table of Outcomes and High Level Actions...................................... 22
4.2 Action Plan Status as at April 2007..........................................................................26
5 Appendix 2 - IS&T Strategy Programme Roadmap....................................................29
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IS&T Strategy Final 1.0 17 May 2007
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IS&T Strategy Final 1.0 17 May 2007
2. Developing corporate and cross departmental ownership of the integrated children's services
agenda and specifically the improvement of educational attainment.
3. Driving high achievement in all services and improving the way it learns from benchmarking
against best-in-class performers and from customer feedback and complaints.
4. Achieving value for money more consistently, and routinely making the link between the cost
of the service, its performance and public satisfaction. Linking value for money to the
corporate plan priorities is a first step.
Information Management is a common thread through all of these actions. Without the right
information about needs, available resources, performance and costs, the council will be unable to
understand what it should do to meet the Audit Commissions expectations - and those of our
citizens. This information needs to be accessible to the right people, at the right time, and in the
right place: which means that, alongside attention to the frontline information systems, the IS&T
Strategy must ensure that the back-office systems, and physical infrastructure are in place and
can be relied on.
The Audit Commission were clear that strong central leadership and vision were at the heart of
improvements to date, and for the future.
“The restoration of the Chief Executive post in 2003 and the drive of the current political leadership
has begun the transition from a previously departmentalist council which lacked clear priorities and
did not see things through, to one recognised by partners as providing strong leadership and
drive.”
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IS&T Strategy Final 1.0 17 May 2007
We need to drive this change down through the organisation to ensure that improvement becomes
continuous. Historically the “departmentalist” approach also resulted in a more tactical approach to
IS&T, implementing separate systems to meet the needs and finances of each business unit.
Now, expectations of the role of IS&T services in Bristol are changing. CMT and Members
recognise that IS&T is a key enabler for the major cultural and organisational changes required for
Bristol City Council to become a high-performing service organisation.
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IS&T Strategy Final 1.0 17 May 2007
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IS&T Strategy Final 1.0 17 May 2007
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IS&T Strategy Final 1.0 17 May 2007
A number of leading Local Authorities have introduced CIOs as part of their redefinition of the way
that IS&T services are delivered, and the outcomes that they are expected to achieve.
Outcome Action Owner Priority Related Business
Drivers and
Objectives
Outcome 1: The council has a Action 1: Continue to develop a Head Major Value for money
clear point of accountability for reliable, effective, and value for of ICT Change One Council
the reliability and performance of money technology platform, and
it’s technology infrastructure. extend the internal shared
services model to Children and
Young Peoples Services (CYPS)
and schools.
Outcome 2: The council has a Action 2: Establish leadership CMT Major Customer Focus
clear focus of leadership for the and governance for information Change Continuous
use of IS&T to exploit management. change
opportunities and deliver service
improvements. New ways of
working
Value for money
One Council
This group of senior officers will consider the business interests of the council and the strategic
capabilities required from IS&T, not the specifics of what technology to use or how the ICT Service
is organised and managed. The group will be led by a Chief Officer and include the Executive
Member with responsibility for IS&T.
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IS&T Strategy Final 1.0 17 May 2007
Underpinning this, all departments will nominate System Champions, senior managers who are
responsible for a system or set of systems that support a business/service area. They will ensure
on a continuing basis that systems are fit for purpose and value for money, and be the final
decision maker on all significant investment decisions.
The basic platform that staff use to access information – desktop PCs, the Intranet and Internet,
telephones – will continue to be provided as services for a yearly charge. Service costs will cover
both the procurement of the assets, and the total life-cycle of support and defined upgrades. The
IS&T Service will ensure that costs are transparent and that services are value for money.
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IS&T Strategy Final 1.0 17 May 2007
The control and visibility of work on IS&T has been improved through departmental Programme
Boards that review and monitor all change projects, and the ongoing implementation of the Bristol
Project Manager standards. A new common approach to developing and assessing business
cases is being promoted that will further strengthen the maturity of our processes, and the
success of our projects.
Only projects with approved business cases are accepted by the IS&T Service, ensuring that we
are “doing the right projects.” As part of this adoption of a common business case format, Bristol
needs to develop a good understanding of the difference between low-cost and value for money.
As the CPA report highlights, we need to improve the consistency of delivering value for money.
If all projects have strong business cases, the council will need a clear framework for assessing
relative priorities. The CPA report commended Bristol for its new willingness to make hard
decisions and re-direct investments in relation to public services. The same approach is required
internally.
This commissioning and prioritising role must be performed by service managers, with the support
of IS&T managers. It is a business responsibility, not a technical one. As such it goes hand in
hand with efforts to improve IS&T governance in the council.
Outcome Action Owner Priority Related Business
Drivers and
Objectives
Outcome 5: The most important Action 5: Develop and adopt Senior Improved Customer focus
service outcomes are delivered mechanisms to determine Officers Service Value for money
first, making best use of available relative priorities between Group
resources. Priorities are set by projects, to guide resource (3.1.2) One Council
strategic managers, not allocation.
technicians.
Decisions about commissioning new work, and choosing between projects, are difficult now due to
lack of information about the current programme and resource commitments. We need to provide
the raw information for prioritising decisions, in the form of an ongoing work programme and
resource availability report. The cross-departmental Project Support Office community is working
to define systems to support these aims and the IS&T Service will work with colleagues from the
Project Management Community of Practice to develop processes and systems that can capture
and report on the pipeline of project work.
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IS&T Strategy Final 1.0 17 May 2007
2.3.2 Have a Single Consistent Source for People and Property Data
Sharing information, internally or externally, drives us away from duplicate information sources,
towards a single consistent source for each core type of information. This does not necessarily
imply the creation of a new single citizen database, or the merger of all property information into
one system.
However it does imply the use of one standard format for each information type, e.g. BS7666 for
property data, and a commitment to ensuring consistency of data across existing sources. One
possible approach would be the development of a single system as the central point for accessing
citizen records, which are indexed to the diverse range of service specific data sources.
This activity aligns with existing priorities within the Customer Excellence Programme's “Access to
Bristol” (A2B) initiative.
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This toolkit will sit on top of a common technology platform, and will be designed to interoperate
with existing and new business systems and core databases. It will be used within business
change projects, by IS&T professionals skilled in the design and implementation of business
process change.
Several components of the toolkit will directly support the council’s drive to reduce core buildings
to 8 sites, and increase flexible, mobile and remote working. Others will enable partnerships to
share information and services securely. In general, the toolkit will provide the means to support
re-engineered business processes, enabling efficiency savings and improved service quality to be
realised.
Outcome Action Owner Priority Related Business
Drivers and
Objectives
Outcome 9: Change projects are Action 9: Specify, procure and Head Major Customer focus
able to deploy standard tools to implement the components of a of ICT Change Continuous
enable efficient working practices, business transformation toolkit, change
more flexibility in time and place available Council-wide.
of service provision, and reduced Multi-disciplinary
unit costs. working
New ways of
working
Value for money
Effective
Workforce
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IS&T Strategy Final 1.0 17 May 2007
Alongside staff skills in using IS&T, the council needs to ensure that managers across services
are competent in getting the best out of their systems and technologies, in the same way that we
expect them to have financial, people management and other core competencies. The IS&T
Service have worked with HR and departmental managers to devise a new IS&T competence
within The Bristol Manager framework, which will be implemented in 2007/08.
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IS&T Strategy Final 1.0 17 May 2007
Particular attention will be paid to capacity; the merits of locating roles near the business vs.
establishing a critical mass of common practice in the centre; shared culture and joint ownership of
problems and their solutions. Any organisational changes arising from the CYPS Review of
Management Information Systems will be addressed as part of this structural review of the IS&T
Service.
The experience of outsourcing infrastructure support will be carefully reviewed, in the light of
recent mixed experience in other councils. Research by the Society of IT Managers (Socitm) has
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IS&T Strategy Final 1.0 17 May 2007
shown that overall, expectations of lower costs are not borne out, and customer satisfaction with
an outsourced IT service is often low.
The clear common sense advice from this research is that you cannot outsource a problem and
expect it to be solved. Bristol must therefore establish a firm and stable foundation of technical
service delivery, effective governance and good supplier management skills before it can assess
the potential benefits of outsourcing significant elements of the IS&T Service. It must also decide
whether the main objective of outsourcing is to control and externalise costs, or to improve or
transform service quality and flexibility, as the two are usually mutually exclusive.
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IS&T Strategy Final 1.0 17 May 2007
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IS&T Strategy Draft 7 9 May 2007
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IS&T Strategy Draft 7 9 May 2007
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IS&T Strategy Draft 7 9 May 2007
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IS&T Strategy Draft 7 9 May 2007
Outcome 17: The IS&T Service is staffed by Action 17: Implement a learning and development Head of Improved Value for money
professionals, with skills that meet national programme for the IS&T Service to meet national ICT Service Effective Workforce
competence standards. competence standards.
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IS&T Strategy Draft 7 9 May 2007
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IS&T Strategy Draft 7 9 May 2007
Action 8: Strengthen the council's Intranet, including implementing a Not started Head of ICT
range of appropriate knowledge management tools.
Technology Architecture
Action Current status Responsible Progress
Action 9: Specify, procure and implement the components of a business Started Head of ICT RSe surveyed key authorities in December 2006, ICT
transformation toolkit, available Council-wide. Strategy team have drafted a working paper that
develops the proposal in more detail. Work on e-
Forms, Enterprise Application Integration tools and
Workflow projects is at planning stage.
Action 10: Design and implement a new technology architecture and Started Head of ICT RSe surveyed key authorities in December 2006, ICT
infrastructure, based on open industry standards and stable “commodity” Strategy team researching industry analysts and high-
components. performing Government organisations implementing
new technology architectures. Strategic relationships
established with National Open Centre, Open Forum
Europe, and Deloittes. Key suppliers (IBM and Sun
initially) have been invited to offer guidance to the
council on open standards architectures.
Action 11: Consolidate desktop applications into a standard set of core Not started Head of ICT
products.
Action 12: Implement technologies to enable home and mobile working, Not started Head of ICT
and wireless access to information systems for elected members and the
public in central Council buildings, the City Centre and a range of key
localities.
Action 13: Implement technologies to enable home and mobile working, In progress Head of ICT
and wireless access to information systems for staff.
Internal Organisation and Staff
Action Current status Responsible Progress
Action 14: Achieve agreed minimum IS&T user competencies by 2010. Started Head of ICT Business case drafted.
Action 15: Establish a Council-wide capacity for business and systems Started Head of ICT Initial workshop held in January 2007, established
analysis. baseline situation, issues and vision. Identified a variety
of outline options for change.
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IS&T Strategy Draft 7 9 May 2007
Action 16: Change structures and roles of the IS&T Service where Started Head of ICT Overall customer satisfaction measured using annual
necessary to meet customer requirements, improve quality and deliver Socitm survey in 2006, plus ongoing monthly surveys
value for money. of Service Desk performance. Benchmarked service
against Socitm national indicators in late 2006. ITIL
assessment done in 2006 and training programme
implemented. Continous service improvement
programme designed to improve performance against
customer priorities. CSS ICT SDPs for 2007 written to
align with CSIP.
Action 17: Implement a learning and development programme for the Not started Head of ICT
IS&T Service to meet national competence standards.
Not started = no work or planning has begun.
Started = first steps and planning begun.
In progress = planned work, well advanced.
Complete = outcome achieved.
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IS&T Strategy Draft 7 9 May 2007
Steering
Leadership & Group
Governance
Establish
CIO Role
Business Corporate
IT Commissioning case Investment
& Financing Standards
Project prioritisation process
Information Management
Information Management Programme of work
needs established
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