Agenda and minutes

To confirm the appointment of the Chair for the meeting.

In accordance with Section 10 of the Joint Committee Terms of Reference the Chair should rotate between the appointed members from each Council at each meeting.  As this meeting is being hosted by the London Borough of Southwark, the practice is for the Chair of the meeting to be appointed from the membership of that authority.

RESOLVED that in accordance with Section 10 of the Joint Committee’s Terms of Reference, Councillor Stephanie Cryan (as representative of the hosting Authority – London Borough of Southwark) be appointed as Chair for the duration of the meeting.

Apologies for absence were received from Councillor Dora Dixon-Fyle MBE (London Borough of Southwark) and Councillor Brenda Dacres (London Borough of Lewisham).

Members are invited to declare at this stage of the meeting, the nature and existence of any relevant disclosable pecuniary, personal or prejudicial interests in the items on this agenda and to specify the item(s) to which they relate.

There were no declarations of interest declared by members at the meeting.

To approve the minutes of the previous meeting held on Wednesday 30 November 2022 as a correct record.

RESOLVED that the minutes of the previous meeting of the Joint Committee of the London Boroughs of Brent, Lewisham and Southwark held on Wednesday 30 November 2022 be approved as a correct record.

No deputations or request to speak were submitted by members of the public.

This report provides an update on the performance of the Shared ICT Service.

Fabio Negro (Managing Director of Shared Service) introduced the report to the Joint Committee updating members on key performance areas in relation to the Shared Technology Service (STS):

Members noted the summary of key performance management indicators for the service across all three Council’s, which had been included within Appendix A of the update report.  In terms of detailed service performance, the Joint Committee were advised that since the last meeting in November 2022:

·             In terms of tickets logged with the STS these had totalled 41,100 between 1^st March and 31^st May 2023 for all council application teams as well as the shared service (an average of 13,700 tickets per month) against 52,987 in the last reporting period November 2022 to February 2023 (an average of 13,247 tickets per month). These tickets consisted of both incidents and service requests, with members noting the breakdown of tickets logged as detailed within section 3.10 of the report.

·             There had been 12 priority 1 STS infrastructure-related incidents within STS queues in the current 3-month reporting period (compared with 12 in the previous 4-month reporting period), 7 of which had been resolved within the Service Level Agreement (SLA). In addition, there had been 5 priority 1 incidents in this period caused by third-party issues and 1 priority one incident caused by user error.

·             Priority 2 (not including auto-generated network related calls) and Priority 3 issues within STS queues had seen an average of 52% and 71% compliance with the SLAs from March 2023 to May 2023 (against 55% and 60% reported for the previous reporting period).  A breakdown of the top seven categories for P2 and P3 calls had been provided within section 3.18 - 3.19 of the report.  Priority 4 service requests within STS queues for this reporting period had a 75% compliance with the SLA for March 2023 to May 2023 (compared with 72% for the previous reporting period).

·             In terms of open calls within STS operational queues, these stood at 2,300 which was slightly lower than at the end of the previous reporting period (November 2022 to February 2023).  Logged calls into STS queues were typically 350 - 400 per day, with demand for the telephone service around 2,400 calls per month. Face-to-face visits to on-site teams had totalled 3,279 across the three councils in the reporting period, representing an average of 1,093 visits per month.

·             The work undertaken to address the triage queue performance, which continued to be well maintained reflecting the efforts of the service design team to ensure relevant calls were being auto triaged to the appropriate target team queue using process flows within the Hornbill system.  Members were also advised of the efforts being made to develop and refine the Hornbill capabilities, which had been further expanded to include asset management modules and information along with new process flows to facilitate improved auto-triaging of logged incidents and requests into the appropriate target team call queue.  This had also enabled the analysis of data to  ...  view the full minutes text for item 6.

No items have been identified in advance of the meeting that will require the exclusion of the press or public.

No items were identified at the meeting that required the exclusion of press or public.

None.

To note the initial programme of dates scheduled for meeting of the Joint Committee during 2023/24, as follows:

·            Tuesday 28 November 2023 at 6pm – to be held online chaired by London Borough of Lewisham

·            Tuesday 19 March 2024 at 6pm – to be held online chaired by London Borough of Brent

Members noted that the next meeting of the Joint Committee had been scheduled for Tuesday 28 November 2023 at 6pm – this would be an online meeting to be chaired by London Borough of Lewisham.