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 Brent, 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 Stephens (as representative of the hosting Authority – London Borough of Brent) be appointed as Chair for the duration of the meeting.

Apologies for absence were received from Councillor De Ryk (London Borough of Lewisham).

Members are invited to declare at this stage of the meeting, the nature and existence of any relevant disclosable pecuniary or personal 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 meeting held on Tuesday 13 July 2021 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 Tuesday 13 July 2021 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 ICT Service (STS).

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 July 2021:

·                During the three-month period between June - August 2021 call volumes had reached 7,500 in June and July but had dropped to around 6,500, in August reflecting the start of the holiday period.  Throughout the period open call volumes had averaged 3,500 to 4,000.  Whilst untriaged call totals had, at one stage, risen to nearly 1,500 these were now below 300 as the Shared Service continued to work towards reducing and maintaining numbers close to zero by the end of each business day.

·                In terms of tickets logged with the shared service these had totalled 32,511 (between June – August 2021) which was an average of 10,837 tickets per month.  This compared to 41,502 tickets in the previous period (February - May 2021). These tickets consisted of both service requests and issues, with members noting the detailed breakdown of tickets logged as detailed within section 3.10 of the report.

·                Since the last meeting of the Joint Committee, 13 Priority 1 incidents had been logged of which six had been resolved within Service Level Agreement (SLA).  This compared to eight Priority 1 incidents in the previous reporting period.  There were also seven non STS related P1s resolved by local applications teams within the respective councils, four of which were within SLA.

·                Priority 2 and 3 issues within STS queues had seen an average of 52% and 61% compliance with the SLA (against 57% and 67% reported during the previous period).  While STS had placed considerable emphasis on improved call management, more complex issues had caused resolution times to increase within this period.  Issues relating to the covid pandemic affecting on-site teams had also been experienced, which had impacted on resourcing levels at various times.  The position had also been impacted by the significant drain on business as usual (BAU) capability due to the level of key project work being undertaken.  This had included work related to the cloud migration project which had also affected the ability to meet defined SLA levels.

·                A breakdown of the top six categories for P2 and P3 calls had been provided within section 3.15 - 3.16 of the report.  Priority 4 service requests within STS queues for this reporting period had a 63% compliance with the SLA compared with 79% reported during the previous monitoring period.

·                Development of the customer service portal Hornbill had continued to progress as noted in 3.19 of the report, with the aim of providing a more user-centric experience and the introduction of more automated workflows designed to speed up the allocation and resolution of incidents and tickets.  ...  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 that the next meeting has been scheduled for 6:00pm on Tuesday 15 March 2022 to be hosted by the London Borough of Southwark.

Members noted that the next meeting of the Joint Committee had been scheduled for 6pm on Tuesday 15 March 22 – this would be an online meeting to be chaired by London Borough of Southwark.