Agenda item

Lisa Kitto, Director of Corporate Services and Mark Mayer, Chief Operating Officer BT Lancashire Services Ltd attended and presented a report on the Service Governance and Performance Monitoring of the County Council's strategic partnership with BT, covering April to August 2016.

Further information providing a more comprehensive measurement of service delivery was provided at Appendix 'A'.

Members were advised that the report also included the wider approach adopted to ensure the ICT and Payroll and Recruitment services support the organisation and contribute to the strategic priorities and objectives of the County Council.

The key achievements and areas of focus were noted and included:

·  All contractual and non-contractual performance targets for Payroll and Recruitment and ICT services were met between March and August 2016.

·  The Disclosure and Barring Service (DBS) was due to introduce an online application process in November 2016, which would allow applicants to apply and submit their application online to Recruitment services, before being sent to DBS for processing. The project should have significant benefits for the service and applicants.

·  The 'Asset Management System' project consists of four interrelated projects delivering market leading solutions for Property Asset Management, Project and Programme Management Systems and Highways Asset Management Systems. The Property Asset Management System and Program and Project Management Systems were made live on 1^st July 2016. The Highways Asset Management System was in user acceptance testing and is moving towards go live in February 2017.

·  In response to the Ofsted inspection in September 2015 when concerns were raised about the Liquid Logic system and its ability to produce reliable information on which decision making could be based, a working group 'Project Accuracy' was established. Due to the outcome of the work, the recent Ofsted follow-up inspection had noted significant improvements in data quality.

·  The roll out of ICT equipment and modern telephony to social work staff had been completed and feedback was good. Training was being provided and monitoring was underway to ensure staff were using the new equipment to its full potential.

·  Phase 1 of the new telephony platform for the Customer Access Service went live on 27^th September 2016. Phase 2 was underway and would add the functionality.

·  The new mobile phone contract had been renegotiated, with an expected saving of around £350,000 per annum.

·  Customer feedback for the payroll and recruitment service demonstrated increased satisfaction with the service overall.

A BTLS Staffing update was presented and it was reported that BTLS continually strive to ensure staff feel valued, respected, involved and informed in the direction of the business and various mechanisms have been engaged to assist this, including:

·  Annual staff events and an annual staff survey. The staff survey had achieved a 76% response rate (target 75%) and the results were being analysed. Once analysed the detailed results would be presented to the Cabinet Committee in December.

·  Both corporate and service specific training was continuing, including training around Oracle, Liquid Logic and the Pioneers leadership training programme for managers.

·  Three Manager Bulletins communicated health and safety, resource management and training and development information to staff.

·  Various Info Bite sessions had been well attended.

Resolved: - That the report now presented be noted.