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 Lewisham, 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 De Ryk (as representative of the hosting Authority – London Borough of Lewisham) be appointed as Chair for the duration of the meeting.

Apologies for absence were received from Councillor Dixon-Fyle MBE (London Borough of Southwark) and Councillor Southwood (London Borough of Brent).

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 15 March 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 Tuesday 15 March 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.

Prior to commencing consideration of the main report the Chair took the opportunity to thank the Shared Service for its partnership work and support in resolving a recent issue affecting a key payment system in Lewisham.

Fabio Negro (Managing Director of Shared Service) then 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 March 2022:

·            During the 4-month period (March 2022 to June 2022) call volumes had been recorded between 6,000 - 6,500 tickets per month, which compared with 7,000 - 7,500 tickets per month in the previous reporting period.  Open calls in STS operational queues now stood at 2,500 compared with approximately 3,350 at the end of the previous reporting period with the STS continuing to work towards reducing the number of operational open tickets to 1,000 – 1,500 which it was felt represented an appropriate level for the size of the supported user base.

·            In terms of tickets logged with the STS these had totalled 53,136 tickets between March and June 2022 which represented an average of 13,284 tickets per month.  This compared to 72,730 in the previous reporting period, (September 2021 to February 2022).  These tickets consisted of both service requests and issues, with members noting the breakdown of tickets logged as detailed within section 3.7 of the report.

·            Since the last meeting of the Joint Committee, 10 Priority 1 incidents had been logged of which nine had been resolved within Service Level Agreement (SLA).  This compared to 12 Priority 1 incidents over the previous 6 month reporting period.  There were also 10 non STS related P1s resolved by local applications teams within the respective councils, eight of which were within SLA.

·            Priority 2 and Priority 3 issues within STS queues have seen an average of 64% and 61% compliance with the SLA from March - June 2022 (against 53% and 57% reported for the previous period).  This represented a further improvement in terms of P2 and P3 SLA performance with the trend expected to continue as work continued to further reduce the open call backlog.  A breakdown of the top seven categories for P2 and P3 calls had been provided within section 3.13 - 3.14 of the report.  Priority 4 service requests within STS queues for this reporting period had a 70% compliance with the SLA, compared with 66% reported during the previous monitoring period.

·            The Net Promoter Score (NPS) industry standard rating for service user experience had achieved a positive rating in relation to STS performance across all three Council partners of 62.6% for calls resolved in STS operational queues (compared to 50.1% in the previous period).  This had been supported by the successful trial and roll out of  ...  view the full minutes text for item 6.

Members took the opportunity to thank Peter Gadsdon (Brent Council) for his support to the Shared Service and Joint Committee having noted this would be his last meeting as lead Director from Brent following a senior management restructure and him now having taken on the client role in relation to the Shared Service for Brent.   Members were advised that Minesh Patel (as Corporate Director Finance & Resources) would now be representing Brent at officer level at future meetings, who was formally welcomed to the Committee.

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.

To note the initial programme of dates scheduled for meeting of the Joint Committee during 2022/23, as follows:

·                Wednesday 3 November 2022 at 6pm – to be held online chaired by London Borough of Brent

·                Wednesday 8 March 2023 at 6pm – to be held online chaired by London Borough of Southwark

Members noted that the next meetings of the Joint Committee had been scheduled as follows:

·            Wednesday 30 November 2022 at 6pm – this would be an online meeting to be chaired by London Borough of Brent.

·            Wednesday 23 March 2022 at 6pm - this would be an online meeting to be chaired by London Borough of Southwark.