Joint Executive CommitteeJoint Executive CommitteeJoint Executive CommitteeJoint Executive Committee

Strata Update Strata Update

Joint Executive CommitteeJoint Executive CommitteeJoint Executive CommitteeJoint Executive Committee

Strata Update Strata Update –– 2626thth Sept 2017Sept 2017

Strata

IT Director UpdateIT Director UpdateIT Director UpdateIT Director Update Global Comms

Managing Workload

Cyber Security

GDIP Programme

Key

Focus

But First

• Identified the issue at 6:45am

• Mobilise Strata infrastructure specialists to attend Civic Centre

• Assign staff and managers to each site to ensure communication channels with authorities were open

• Restart the network switches

• Isolate parts of the network as we performed a structured restart

• Engage third parties Nexus, ComputerWorld, Dell to diagnose issues

What did we do ?

• Engage third parties Nexus, ComputerWorld, Dell to diagnose issues

• Investigate potential SAN issue

• Replace faulty disk in SAN

• Recompose the desktop environment

• Bring users back on line

• Work with partners to identify root cause

• Publish RFO (Reason for Outage)

• Investigate future risk mitigation

Mobilise Strata infrastructure specialists to attend Civic Centre

Assign staff and managers to each site to ensure communication channels with authorities were open

Isolate parts of the network as we performed a structured restart

Engage third parties Nexus, ComputerWorld, Dell to diagnose issuesEngage third parties Nexus, ComputerWorld, Dell to diagnose issues

What is a SAN

SAN = Storage Area Network

Contains three tiers of storage

The Root Cause

Tier 1 = £xxx’s

Tier 2 = £xx’s

Tier 3 = £x’s

Disk Expansion Installed & Disk Expansion Installed &

Optimised process commencesOptimised process commences

Aug 29thAug 29th

Issue 2 Issue 2 -- RestripeRestripe

Issue 1 Issue 1 –– Data Data

ProgressionProgression

Faulty Disk in Tier 3Faulty Disk in Tier 3

1010thth SeptSept

Issue 3 Issue 3 -- RebuildRebuild

The three events combined to create ………

RestripeData

ProgressionRestripe

Rebuild

Progression

The three events combined to create ………

GDIP

Key Focus

• Bi Weekly updates issued

• 3rd parties involved – six step process• Golden Image being recompiled

• Outlook issues admitted by Microsoft

Cyber

Threat• High level of phishing attacks being

defended against

• Staff being proactively alerted and

informed as to how best to protect themselves against attack

• Four levels of protection in place

Global

Comms

• Worksmart training completed in

EDDC• Strata service desk now running

Anywhere 365

• EDDC port successful after lots of planning

• Service Go live 6th SeptComms

Work

Load• BCR’s decreasing• Active management of the

workload funnels

• Proactive engagement with clients to prioritise work

Project Resource & Capacity

Project Resource Utilization (%)

Nov-2014

Jan-2015

Mar-2015

May-2015

Jul-2015

Sep-2015

Nov-2015

Jan-2016

Mar-2016

May-2016

Jul-2016

Sep-2016

Nov-2016

Jan-2017

Mar-2017

May-2017

Jul-2017

Sep-2017

Nov-2017

Jan-2018

Mar-2018

May-2018

Jul-2018

Sep-2018

Project Resource & Capacity

Project Resource Utilization (%)

Project utilisation now

reducing to a more

realistic level enabling

better workload balance

Sep-2018

Nov-2018

Jan-2019

Mar-2019

May-2019

Jul-2019

Sep-2019

Nov-2019

Jan-2020

Mar-2020

May-2020

Jul-2020

Sep-2020

Nov-2020

15% Leave & Absence

15% Non-Change eg Support, Training

20% BCRs

50% Projects

Over Commitment

Project Commitment

KPI’s are All Showing Improvements

8 239 21June 2017

SecurityService ReqIncidents

2 180 17Sept 2017

6 59 4Decrease

KPI’s are All Showing Improvements

324333 94

BCR’sMaintenanceProblems

283 85 296

50 9 28

Other Focus Areas

Town Meetings – monthly town meetings with all Strata staff, attendance level is high and feedback good

Strata Social – two events have been organised (Sports Night / Golf Challenge) to bring Strata staff together in an informal environment, hig

level of attendance. Christmas do arranged.

Newsletter – second edition of the Strata Insight publication has been issued and well received by all staff.

Work Experience – working closely with Exeter College to deliver effective work experience for Work Experience – working closely with Exeter College to deliver effective work experience for

Effective recruitment – through the HR implemented Employee Referral Scheme we are attracting high quality staff to Strata. We are also

getting pro-active approaches from people wishing to come to work for Strata

Web site – we have launched a new Strata web site to provide a much ‘cleaner’ view of the Strata organisation to the outside world.

Printer replacement project – we are currently replacing all the Multi

Staff Engagement Survey – now issued to all staff, date for completion 31

monthly town meetings with all Strata staff, attendance level is high and feedback good

two events have been organised (Sports Night / Golf Challenge) to bring Strata staff together in an informal environment, hig

second edition of the Strata Insight publication has been issued and well received by all staff.

working closely with Exeter College to deliver effective work experience for students – Service desk / Web Design projectworking closely with Exeter College to deliver effective work experience for students – Service desk / Web Design project

through the HR implemented Employee Referral Scheme we are attracting high quality staff to Strata. We are also

active approaches from people wishing to come to work for Strata. Current saving in first three months of operation £10k

we have launched a new Strata web site to provide a much ‘cleaner’ view of the Strata organisation to the outside world.

we are currently replacing all the Multi-Function Devices across the three authorities..

now issued to all staff, date for completion 31st Oct 2017

Spend Analysis

£0.00

£10,000.00

£20,000.00

£30,000.00

£40,000.00

£50,000.00

£60,000.00

£70,000.00

£80,000.00

£90,000.00

Monthly Staff Costs by Cost Code

£0.00

ST01 ST02 ST03 ST04 ST05 ST06

01/04/2017 01/05/2017 01/06/2017 01/07/2017 01/08/2017

£202,000.00

£204,000.00

£206,000.00

£208,000.00

£210,000.00

£212,000.00

£214,000.00

£216,000.00

£218,000.00

4/1/2017 5/1/2017 6/1/2017 7/1/2017 8/1/2017

Staff Costs by Month

£0.00

£100,000.00

£200,000.00

£300,000.00

£400,000.00

£500,000.00

£600,000.00

£700,000.00

ST01 ST02 ST03 ST04 ST05 ST06 ST14

Product and Service by Cost Code Per Month

ST01 – Strata Organisation

ST02 – Support & Infrastructure

ST03 – Document Centre

ST04 – Security & Compliance

ST05 – Programme & Resources

ST06 – Business Systems

£0.00

£100,000.00

£200,000.00

£300,000.00

£400,000.00

£500,000.00

£600,000.00

£700,000.00

£800,000.00

4/1/2017 5/1/2017 6/1/2017 7/1/2017

Product and Service Spend by Month

-£100,000.00ST01 ST02 ST03 ST04 ST05 ST06 ST14

01/04/2017 01/05/2017 01/06/2017 01/07/2017

Overtime and Mileage Spend Analysis

£4,000.00

£5,000.00

£6,000.00

£7,000.00

Total Overtime Spend by Month

£0.00

£1,000.00

£2,000.00

£3,000.00

£4,000.00

4/1/2017 5/1/2017 6/1/2017 7/1/2017 8/1/2017

Impact of the end of the Global Desktop Project

Overtime and Mileage Spend Analysis

£2,000.00

£2,500.00

£3,000.00

£3,500.00

Mileage Spend by Month

£0.00

£500.00

£1,000.00

£1,500.00

£2,000.00

4/1/2017 5/1/2017 6/1/2017 7/1/2017 8/1/2017

Impact of the end of the Global Desktop Project

Strata – Management Team

UpdateUpdate

Management Team

Strata Board – Management Team Update

• Compliance and Security

• Support and InfrastructureSupport and Infrastructure

• Document Centres

• Business Systems

• Programme and Resources

Management Team Update

Compliance and SecurityCompliance and SecurityRobin Barlow

Compliance and SecurityCompliance and SecurityRobin Barlow

Update

• PSN Coco (Code of Connection)

• An impasse has occurred as the PSN team now have a zero tolerance approach to older Windows 2003 Servers.

• 3 Windows 2003 servers remain (ECC x 1, EDDC x 2). Down from circa 50 back in May 2017.

• ECC have been impacted by the unavailability of a key resource.

• EDDC is the core telephony servers (circa £12k) upgrades may now need to be undertaken.

• Project to be setup to look at the many 2008 servers that will need resolving by January 2020

• PSN Connection

• Arduous process with Vodafone has continued, however dates to migrate the emails services are now confirmed in early

September. This will then allow the EDDC & TDC connections to be terminated.

• No further progress on government email system from Crown Commercial Services, however all Councils are on the

accredited ‘whitelist’ and therefore the connections are secure with all other national and local government agencies.

• Security position

• Continual banking and ransomware threats coming in short bursts. Also many fake

• Releasing block for Javascript downloads (another favourite threat route)

An impasse has occurred as the PSN team now have a zero tolerance approach to older Windows 2003 Servers.

3 Windows 2003 servers remain (ECC x 1, EDDC x 2). Down from circa 50 back in May 2017.

ECC have been impacted by the unavailability of a key resource.

EDDC is the core telephony servers (circa £12k) upgrades may now need to be undertaken.

Project to be setup to look at the many 2008 servers that will need resolving by January 2020

Arduous process with Vodafone has continued, however dates to migrate the emails services are now confirmed in early

September. This will then allow the EDDC & TDC connections to be terminated.

No further progress on government email system from Crown Commercial Services, however all Councils are on the

accredited ‘whitelist’ and therefore the connections are secure with all other national and local government agencies.

Continual banking and ransomware threats coming in short bursts. Also many fake Paypal threats

downloads (another favourite threat route)

Support & InfrastructureSupport & InfrastructureRobin Barlow

Support & InfrastructureSupport & InfrastructureRobin Barlow

Staff Update

• Three new apprentices commenced work on 1st Sept

• Ben Gordon (form DCC) joined the ECC Strata service desk

• All service desks will be manned with four staff, inc. an apprentice at each site

• Server Migrations

• TDC migrations are progressing with well 31 migrated, 47 servers left to migrate, 18 decommissioned

• TDC server rental now down to 3 Hosts and San, estimated total cost to Strata around 50K.

Key Infrastructure Activities

• TDC server rental now down to 3 Hosts and San, estimated total cost to Strata around 50K.

• Target completion for Server migrations end of December 17

• Global Communications

• Worksmart programme completed

• Go live 6th Sept

• Contact Centre Software installed on Strata Servicedesk.

• Devon WAN (Wide Area Network)

• 8 fold increase in costs – Strata working with KCOM to replace Devon WAN links

• SAN (Storage Area Network)

• We have installed a further 20TB’s of SAN disk capacity as usage has been far more than original predictions

Ben Gordon (form DCC) joined the ECC Strata service desk

an apprentice at each site

TDC migrations are progressing with well 31 migrated, 47 servers left to migrate, 18 decommissioned

TDC server rental now down to 3 Hosts and San, estimated total cost to Strata around 50K.

Key Infrastructure Activities

TDC server rental now down to 3 Hosts and San, estimated total cost to Strata around 50K.

Target completion for Server migrations end of December 17

Contact Centre Software installed on Strata Servicedesk.

Strata working with KCOM to replace Devon WAN links

We have installed a further 20TB’s of SAN disk capacity as usage has been far more than original predictions

Global Desktop Improvement Programme

Strata Global Desktop Improvement Plan Update – 6th September 2017

Reported Issue Business Impact Expected Resolution Date Status

Outlook Crashing Medium Improved, but further

investigation neededWe are still aware of a number of Global Desktop users who are experiencing this issue, which may be worsened by some Outlook

Microsoft have now identified a fault in Outlook that we are the first to have reported.

know whether they will be able to provide a fix.

it. We are also soon to implement the collection of additional diagnostic information which should assist further towards under

Printers Not Being Available For

Selection

Printer Settings Wrong

High Part of the roll out

programme for new

printing devices

The new printer allocation approach is now working for the main Exeter office and in the last period we have implemented a ch

around that impacted login times. As previously stated, after the Exeter deployment is complete we will then assess our options

Blank Screen Freezing High End of September 2017 Strata are continuing the work towards the six point plan to improve the performance of the Global Desktop, that at particula

freezing. Over the last period a report has been provided of the common Windows 7 machine that provides the template for all Gl

reviewed and a plan agreed, probably resultingreviewed and a plan agreed, probably resulting

below, we will be able to better understand whether there is a need for additional upgrades.

Slow Login High End of September 2017 The work on a key Global Desktop element ‘UEM’ is continuing having spent a further day with the external specialist.

that should have a noticeable decrease in login performance which caused by many Internet Explorer temporary files and large

Office. Changes are being undertaken to address both of these.

undertaken. Other improvements to login time will come in future as we continue the GDIP programme over the next few months.

IE Freezing Low Monitoring until end of

SeptemberThis issue with Internet Explorer is still being investigated by the Strata Infrastructure team however we believe other chan

to monitor this. If this is still an issue for you, please contact the Strata Service Desk so we can check this out. If no fu

item at the end of September.

Mouse Cursor Corruption Low Monitoring until end of

SeptemberWe believe that this can be resolved for a number of users by updating the graphics software on the physical computer used to

an issue for you, please contact the Strata Service Desk so we can check this out. If no further issues are reported then we

MS Office Apps Slow /

Unresponsive

High Mid-September 2017 A number of settings have been changed after advice from Microsoft to improve the responsiveness of Excel, which has been ins

seeing this frequently, especially scrolling large spreadsheets.

Specific Application Slowness High Please see comments Some applications rely on databases that reside in the Councils. To speed these up we have a programme of moving these databa

We have successfully moved the Uniform, Revs and Bens and corporate databases in Teignbridge which has had a positive effect

process of planning the East Devon moves. Open Housing and Academy have been moved already; Uniform is scheduled for the end

scheduled for the beginning of September.

We are aware that during the last two weeks EDDC Open Housing users have been seeing slow responses at times.

required maintenance that unbalanced the computing power across the Global Desktops however this slowness was seen again this

being undertaken and will now have a specific investigation to identify the cause

Global Desktop Improvement Programme

We are still aware of a number of Global Desktop users who are experiencing this issue, which may be worsened by some Outlook add-on features. Unexpectedly

Microsoft have now identified a fault in Outlook that we are the first to have reported. This is now being forwarded to their resolution team however it is too early to

know whether they will be able to provide a fix. We are requesting further information about the conditions that cause the fault to see if there is a work-around for

We are also soon to implement the collection of additional diagnostic information which should assist further towards understanding these issues.

The new printer allocation approach is now working for the main Exeter office and in the last period we have implemented a change to remove a temporary work

As previously stated, after the Exeter deployment is complete we will then assess our options for improving EDDC and TDC printing.

Strata are continuing the work towards the six point plan to improve the performance of the Global Desktop, that at particular times can cause the blank screen and

Over the last period a report has been provided of the common Windows 7 machine that provides the template for all Global Desktops. The report will be

reviewed and a plan agreed, probably resulting in the creation of a new template Windows 7. Once completed and in conjunction with the ‘UEM’ work covered reviewed and a plan agreed, probably resulting in the creation of a new template Windows 7. Once completed and in conjunction with the ‘UEM’ work covered

below, we will be able to better understand whether there is a need for additional upgrades.

The work on a key Global Desktop element ‘UEM’ is continuing having spent a further day with the external specialist. This identified some simple changes for UEM

that should have a noticeable decrease in login performance which caused by many Internet Explorer temporary files and large autosave files from Microsoft

undertaken to address both of these. The more complex changes were only found to save a negligible amount and therefore will not be

Other improvements to login time will come in future as we continue the GDIP programme over the next few months.

This issue with Internet Explorer is still being investigated by the Strata Infrastructure team however we believe other changes have reduced this, so we are continuing

to monitor this. If this is still an issue for you, please contact the Strata Service Desk so we can check this out. If no further issues are reported then we will close this

We believe that this can be resolved for a number of users by updating the graphics software on the physical computer used to access the global desktop. If this is still

an issue for you, please contact the Strata Service Desk so we can check this out. If no further issues are reported then we will close this item at the end of September.

A number of settings have been changed after advice from Microsoft to improve the responsiveness of Excel, which has been installed for a group of users who were

seeing this frequently, especially scrolling large spreadsheets. Work to release this to all users has now been planned and should be complete by mid-September.

Some applications rely on databases that reside in the Councils. To speed these up we have a programme of moving these databases into our data centre in Exeter.

We have successfully moved the Uniform, Revs and Bens and corporate databases in Teignbridge which has had a positive effect on these applications. We are in the

process of planning the East Devon moves. Open Housing and Academy have been moved already; Uniform is scheduled for the end of September; E-financials is

scheduled for the beginning of September. The corporate SQL database has been put back to mid September now.

We are aware that during the last two weeks EDDC Open Housing users have been seeing slow responses at times. This was initially believed to be due to some

required maintenance that unbalanced the computing power across the Global Desktops however this slowness was seen again this week when no maintenance was

being undertaken and will now have a specific investigation to identify the cause

Office Moves

• EDDC office to Exmouth progressing well,

• connectivity from VMB now installed

• AV to be installed

• Teams mobilised for move

Office Moves

• Strata supporting EDDC move to Honiton

• Time lapse camera installed and brought on line

• TDC office refurbishment

• TDC very happy with Strata role in the office move,

excellent feedback received

Time lapse camera installed and brought on line

TDC very happy with Strata role in the office move,

Service Desk - Customer Satisfaction

0

50

100

150

200

250

300

350

Feb-17 Mar-17 Apr-17 May-17

End User Feedback Received

0

10

20

30

40

50

60

70

80

90

100

Positive Neutral

Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan

Feb-17 Mar-17 Apr-17 May-17

Customer Satisfaction

Jun-17 Jul-17 Aug-17

End User Feedback Received

Negative

Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17

Jun-17 Jul-17 Aug-17

New - Anywhere 365 Statistics

Talk Time

Week 1 / Week 2 Call Pattern

Anywhere 365 Statistics

Reporting on

Anywhere365

enables us to better

resource the service

desk

Week 1 / Week 2 Call Pattern

desk

Document CentresDocument CentresMartin Millmow

Document CentresDocument CentresMartin Millmow

Document Centre Projects

• Replacement of Exeter CC MFD and Printers

• Very positive feedback received

• Remote offices to come

• EDDC Annual Report• EDDC Annual Report

• New Strata Web Site

• Recruitment update • Post at TDC Filled

• Designer Post Filled (part time) – 25 applicants

• TDC MFD consultations to begin in October, roll out Nov / Dec 2017

Document Centre Projects

Replacement of Exeter CC MFD and Printers

25 applicants

TDC MFD consultations to begin in October, roll out Nov / Dec 2017

Business SystemsBusiness SystemsDavid Sercombe

Business SystemsBusiness SystemsDavid Sercombe

Business Systems Update

• BCRs Reducing

• Lowest level since 2015

• Trend continues down

• Staff• Staff

• All stable in the last quarter – Joining in October.

• Key Project Successes

• TDC Garden Waste Renewals

• EDDC Recycling

Business Systems Update

Jun

2016

Jul

2016

Aug

2016

Sep

2016

Oct

2016

Nov

2016

Dec

2016

Jan

2017

Feb

2017

Mar

2017

Apr

2017

May

2017

June

2017

July

2017

ECC 64 61 70 71 75 79 81 78 81 85 74 74 89 80

EDDC 167 166 174 171 171 174 169 169 154 155 148 127 134 114

TDC 165 170 159 176 177 177 171 168 154 145 135 135 125 125

0

20

40

60

80

100

120

140

160

180

200

Open BCR Trend

Joining in October.

Jun

2016

Jul

2016

Aug

2016

Sep

2016

Oct

2016

Nov

2016

Dec

2016

Jan

2017

Feb

2017

Mar

2017

Apr

2017

May

2017

Jun

2017

Jul

2017

ECC 12 14 2 18 23 4 5 13 4 16 17 12 4 15

EDDC 13 12 7 13 6 6 12 8 26 11 17 31 6 29

TDC 27 38 39 5 20 15 23 33 55 36 28 16 45 25

0

20

40

60

80

100

120

140

160

180

200

Closed BCR Trend

Major Project Updates

Major Projects

Site Service Area Application

EDDC HR Door Access –

ExmouthExmouth

ECC Corporate Firmstep

TDC Corporate Firmstep

TDC Waste Garden Waste

EDDC Waste Waste Service

Major Project Updates

Status Go Live Notes

On Target November 2017 • Doors installed,

software being software being

configured

On Target October 2017

On Target Q1 2018 • Awaiting PH

approval

On Target September 2017 • Over 19,000

subscriptions

Complete June 2017 • One

outstanding

issue remains.

Convergence Project Updates

Convergence Projects

Site Service Area Application

TDC HR iTrent

ECC HR iTrentECC HR iTrent

TDC, EDDC Car Parks Car Parks

ECC Planning/ Building

Control/ Land Charges

Uniform

ECC Environmental Health Uniform

TDC, ECC,

EDDC

Street Scene ??

Convergence Project Updates

Status Go Live Notes

On Target October 2017 • Parallel running

On Target April 2017 • Scoping On Target April 2017 • Scoping

commencing

Running Behind Feb 2018 • Deciding on

Preferred

Solution

On Target Live • Bedding in

On Target Start October • Starting in

October.

On Target Starts September • Scoping

Starting

September

Programme and ResourcesProgramme and ResourcesSteve Gammon

Programme and ResourcesProgramme and ResourcesSteve Gammon

• Convergence Programme

• 2018 / 2019 Business Plan

Programme & Resources

2017/18 Convergence Projects

2017/2018 convergence 2017/18 Business Plan Current Status Business Plan Impact

BACs convergence Jan 16 to Apr 17 Jan 16 to Sep 17 Finishing Later Neutral

Car Park Systems Sep 15 to Mar 17 Sep 15 to Dec 17 Finishing Later Positive

Cemeteries Jul 17 to Dec 17 Jul 17 to Dec 17 Running to Plan Neutral

CMS and Website (TDC) Feb 16 to Apr 17 Feb 16 to Nov 17 Finishing Later Neutral

Door Access Apr 16 to Jun 17 Apr 16 to Nov 17 Finishing Later Neutral

Financial Management System Oct 17 to Mar 19 Oct 17 to Mar 19 Planned, Not yet started Neutral

GIS ESRI Convergence Oct 16 to May 17 Oct 16 to Jul 18 Finishing Later Neutral

Grounds / Streets / Public Realm Jun 17 to Dec 18 Jun 17 to Dec 18 Running to Plan Neutral

HR and Payroll (ECC) Apr 17 to Mar 18 Jul 17 to Mar 18 Starting Later Neutral

HR and Payroll (TDC) Jan 16 to Mar 17 Jan 16 to Nov 17 Finishing Later Negative

Idox TLC Land Charges Feb 17 to Jan 18 Feb 17 to Jan 18 Running to Plan Neutral

Idox Uniform Env Health (ECC) Apr 17 to Mar 18 Jul 17 to Jul 18 Finishing Later Neutral

Idox Uniform Planning (ECC) Apr 16 to Mar 17 Apr 16 to Sep 17 Finishing Later Neutral

Legal Case Management Jan 17 to Dec 17 Mar 17 to Oct 17 Starting Later Neutral

LLPG GGP Convergence Jul 16 to Mar 17 Jul 16 to Sep 17 Finishing Later Neutral

Time and Attendance Apr 16 to Jan 18 Apr 16 to Jan 18 Running to Plan Neutral

2017/18 Convergence Projects

Business Plan Impact Comments

Change still occurs in 17/18 financial year

Business Plan assumes increased costs of £500 from convergence, so the delay delays these increases

Goss maintenance has been terminated so no financial impact.

Main Teignbridge website completed to plan, DBCP and Old Forde House websites moved back to

accommodate Garden Waste Renewals project.

No financial impact as payments still occur within the 17/18 financial year.

Timings changed to coordinate with completion of building works (Interserve = primary contractor)

No financial impact as ESRI contracts already novated.

Requirements and scoping phase currently underway aiming for a scoped business case by December 2017.

Starting later due to commitments to the Teignbridge HR & Payroll project. Aiming for Payroll go-live by March

2018, ultimate deadline is June 2018 because this is when the incumbent Northgate ResourceLink system will

otherwise need to be renewed for a further year.

Poor quality of existing data has contributed to delays. This has meant Teignbridge have needed to pay a

further year, £13k, to Devon County for their web recruitment online service.

No financial impact as Idox contract pre-agreed. Incumbent Northgate M3 contract to be terminated before

renewal is due in August 2018.

UNIform go-live was beginning of July, project has been kept open for a period of support and snagging as staff

become familiar with the new system.

Change still occurs in 2017/18 financial year.

No financial impact as legacy Aligned Assets system was retired before August 2017. New GGP system now live

for Exeter and East Devon, planned to go-live for Teignbridge during early Septermber.

Strata Indicators and Strata Indicators and

Performance ReportSteve Gammon

Strata Indicators and Strata Indicators and

Performance Report

Indicators and Performance

Monthly comparison and analysis of…

• Number of and end-to-end times for Incidents, Service Requests and BCRs

• System outage analysis and security incidents

• Quality of completed projects … budget, time, objectives

• Customer satisfaction on completed jobs

Trends…

Incidents

down

Service-Requests

constant

BCRs

down

Indicators and Performance

end times for Incidents, Service Requests and BCRs

Quality of completed projects … budget, time, objectives

System-Outages

improvingSatisfaction on

Completed Jobs

95% Positive