Decision details

Lisa Kitto, Director of Corporate Services and Mark Mayer, Chief Operating Officer, BT Lancashire Services Ltd (BTLS) attended and presented a report providing an update on the Service Governance and Performance Monitoring of the County Council's strategic partnership with BT, covering the first two quarters of 2015/16.

Further information providing a more comprehensive measurement of service delivery was provided at Appendix 'A', including the key performance indicators against which BTLS are monitored.

The achievement of key performance measures were reported as follows:

·  ICT Services: all contractual performance targets were met in Q1 and Q2, except the Priority 2 target in Q1, of resolving Priority 2 issues in 8 hours.

·  Payroll and Recruitment Services: all contractual and non-contractual performance targets were met within Q1 and Q2.

Members noted that revised contract monitoring and governance arrangements in place since December 2014, continue to be developed and provide a clearer framework within which to manage all aspects of work being commissioned from BTLS. The new approach has resulted in the savings target of £1m in 2015/16 on the BTLS contract, achieved both this year and in future years.

An update on Core Systems was given and the main points were:

·  The Asset Management Programme was progressing well and blueprints have been created that set out a vision for the solution across the four service areas affected: highways, property management, capital project management and finance.

·  The Customer Access Service systems were at the end of their life and will be replaced, with the implementation of the new system to start in January 2016.

·  With the support of BTLS, Startwell has completed a review of their systems which are coming to the end of life as they are no longer supported. Appropriate solutions are being sought for their replacement.

·  The current Library Management System is coming to end of life and the service is in receipt of a proposal that will enable the upgrades of both hardware and software. This is currently being negotiated.

Members noted the new arrangements for operation following BTLS taking direct accountability for the Schools CLEO/ICT service.

Members were provided with a BTLS staffing update. Periodic staff surveys were being undertaken, with the response rate increasing from 45% to 65% of BTLS staff, resulting in a greater representative base of staff feedback to learn from and act upon. BTLS had increased investment in training, including its leadership training programme for managers, and would be extended to more staff.

Resolved: - That the report now presented be noted.