Agenda and minutes
Venue: Online Meeting
Contact: Rashella Rapley, Governance Officer 0208 937 2067; Rashella. Email: Rapley@brent.gov.uk
Note: The press and public are welcome to attend this as an online virtual meeting. To view proceedings live please access via the link included on the agenda frontsheet.
Appointment of Chair
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 Macdonald (as representative of the hosting Authority – London Borough of Southwark) be appointed as Chair for the duration of the meeting.
Apologies for Absence and Clarification of Alternate Members
Apologies for absence were received from Councillor De Ryk (London Borough of Lewisham) with Councillor Slater attending as a substitute. Apologies for lateness were also received from Councillor Bonavia.
Declarations of Interest
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 from Members.
To approve the minutes of the previous meetings held 14 October 2020 and 18 January 2021 as correct records.
RESOLVED that the minutes of the previous meeting of the Joint Committee of the London Boroughs of Brent, Lewisham and Southwark held on Wednesday 14 October 2020 and Monday 18 January 2021 be approved as a correct records.
Provision for Public Participation
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 ICT Service.
Members noted the summary of Key Performance management indicators for the service across all three Councils, 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 October 2020:
During the four-month monitoring period, October and November had seen similar call volumes of just over 8,000 each month in the Shared Technology Service (STS) queue. Whilst there had been an anticipated drop in call volumes during December, levels had risen again in January.
There had been a reduction achieved in the number of open and on-hold tickets during the Christmas period. Whilst numbers had subsequently increased (approx. 2,400) due to higher call volumes this still represented a significant reduction on the original total with the upcoming STS restructure, improved call handling and management processes expected to assist in a further reduction in numbers.
There had been 45,407 tickets logged in relation to the Shared Service between 1st October 2020 and 31st January 2021 an average of 11,350 per month (compared to 12,200 for the previous period) with a detailed breakdown provided in section 3.9 of the report.
Of the 14 Priority 1 (P1) incidents logged with STS during the current monitoring period, 7 had been resolved within the service level agreement. There were also 3 non-STS related P1s. This reflected an increase over the previous monitoring period, although members noted seven of the calls had related to the public web sites of Lewisham and Southwark councils. Three were related to main infrastructure-related failures centred on ageing components. Members were assured of the Shared Services continued focus on infrastructure and process improvements in this area to assist in reducing numbers these numbers.
Priority 2 (P2) and Priority 3 (P3) issues had seen an average of 72% and 71% compliance with the service level agreements (against 57% and 64% reported for the previous period). STS had placed considerable emphasis on improved call management, which could be seen in the improved Service Level Agreement (SLA) performance with ongoing efforts being made to further improve service levels.
As requested by the Joint Committee, a breakdown of the top six categories for P2s and P3s had been provided in section 3.15 - 3.16 of the report. Priority 4 service requests during the same period had achieved 80% compliance with the SLA, compared with 78% for the previous reporting period.
A pilot of the new Hornbill customer portal had been undertaken with the system having been developed to provide a more user-centric experience, which in turn would lead to better categorisation of calls and the introduction of more automated workflows. Members noted that feedback to date had been positive.
The proposed extension of the out of hours telephone support service as part of the new Target Operating Model to provide a 24/7 ... view the full minutes text for item 6.
Exclusion of Press and Public (if required)
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 the press and public.
Any Other Urgent Business
Members are asked to consider the proposed dates for future meetings of the Committee in 2021-22. Provisional dates identified are as follows:
· Tuesday 13 July 2021at 6pm – to be hosted by London Borough of Lewisham
· Tuesday 12 October 2021 at 6pm – to be hosted by London Borough of Brent
· Tuesday 15 March 2022 at 6pm – to be hosted by London Borough of Southwark
At this stage confirmation is awaited as to whether these meetings can continue to be held virtually, with the final arrangements to be confirmed once the membership and details have been finalised at that start of the new Municipal Year.
Date of Next Meeting
AGREED the following as dates for future meetings of the Committee in the 2021/22 Municipal Year. Members advise they would be keen to continue meeting virtually should it be possible to do so once the remote meetings regulations had expired in May 2021.
Tuesday 13 July 21 at 6pm - to be hosted by London Borough of Lewisham
Tuesday 12 October 21 at 6pm– to be hosted by London Borough of Brent
Tuesday 15 March 22 at 6pm – to be hosted by London Borough of Southwark
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