Customer and digital strategy 2024-29 - Objective 3

Ensure IT and digital solutions are reliable and secure

We will provide safe and secure services that customers and the workforce can have confidence in using and which are supported by a strong governance framework.

We will be informed by accurate and secure data.

To achieve this, we will:

• Publish an information and data strategy.
• Develop a framework to provide effective governance for all council used IT systems.
• Ensure new and existing systems are safe and secure in line with best practice guidelines.
• Effective disaster recovery procedures are in place and regularly reviewed to minimise disruption.
• Standardise our approach to renewing new and existing systems to ensure effective functionality and governance is in place.
• Migrate to cloud solutions by default.
• Better utilise our IT systems, and where possible, rationalise to realise cost efficiencies.
• Improve the data quality of customer data, including contact details and the development of our master data management solution.
• Use data to proactively support customers and inform strategic planning.
• Support the City Hall project by providing innovative IT solutions that are fit for purpose in a modern working environment.
• Develop the IT service function to enhance support and first time resolution of requests.
• Ensure availability of our systems within core working hours and 24/7 for online services.

Measuring success

As part of the action plan development we also need to develop reporting and establish baseline data to create meaningful targets.

We expect to achieve our outcomes across the following areas: 

• First time fix for workforce IT requests.
• Reduction in the number of contacts to the support team.
• Workforce satisfaction with IT services.
• IT solutions availability.
• Delivering IT audit actions within agreed timescales.

We will deliver the following and monitor to ensure success:

• Action plan to monitor information and data strategy.
• IT governance framework and change management procedures.
• IT business continuity plans – review regularly.
• Produce a dashboard providing cyber assurance to senior leadership and audit committee.
• Standardised approach to delivery and development of systems.
• A single version of the truth for each customer, contact details and property in our systems.
• Public Services Network (PSN) compliance and Payment Card Industry Data Security Standard (PCI DSS) certification.