Download Draft corporate ISIT plan 00-0109081300 - Resident

Corporate Information Systems/Information Technology Strategy and Plan 2000/01
NORTH EAST LINCOLNSHIRE COUNCIL
CORPORATE
INFORMATION SYSTEMS / INFORMATION TECHNOLOGY
STRATEGY AND PLAN 2000/01
(Excluding Schools)
July 2000
1
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
2
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Contents
Executive summary
1
Introduction
2
Review of 1999/2000 and progress against
projects
3
Information Strategy
4
Communications Strategy
5
Security Strategy
6
IT Training Strategy
7
Technology Strategy
Appendix A
Departmental IT Plans Summary
Appendix B
Glossary of Technical Terms
3
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
4
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
EXECUTIVE SUMMARY
1
The document lays out the way that IT can enable the Council to meet its
priorities.
2
Central Government’s agenda for change and the modernisation of local
government encourages Councils to embrace new technology.
3
The Information Strategy highlights the need for a change in culture within the
Council, whereby services recognise the importance of sharing information within
and beyond the Council.
4
Standards are being developed nationally to enable information to be shared
more easily and this Council is at the forefront of these developments.
5
The Intranet has become a key information repository within only a year of its
inception. It is planned to develop it further and integrate it into the business of
the Council.
6
The Council’s web-site has been revamped and now provides a broader range of
information to the citizen.
7
The use of the Geographic Information System (GIS) has taken off this year and
with 140 active users it is one of the most widely accessed GIS systems of any
Council in the country.
8
The changing technical options for connecting buildings to the network means
that this will be an area of significant change over the coming year or two.
9
The new mobile telephone contract has produced significant savings to the
Council.
10
As mobile computing becomes more established and services of the Council
define their requirements, a mobile/remote communications strategy will be
developed.
11
The IT Security Strategy is a priority for the coming year. It will pull together many
existing policies and set the timetable for compliance with the British Standard
(BS7666).
12
The IT Training Strategy will be implemented across the Council. It includes
defining and training of “superusers” in all departments.
13
Departmental IT Plans are summarised. They show the use of the Intranet and
Internet across all services. GIS is also used by most services.
5
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
1
INTRODUCTION
1.1
This document represents the strategic view of IT for the Council. The
structure of the report has been modified so those projects related to
the development of each strategy are included in the appropriate
section. The development of a strategy on Mobile Communications
and the outline of the IT Security Strategy are also included for the first
time.
1.2
Once again, the importance of information as a corporate resource is
highlighted in this report. The government is determined that we
deliver “joined-up” services and is eager that we set a timetable for
embracing new technology in the delivery of Council services. This
means that the way we manage information has to be tackled
corporately, and this document lays out the detail of how we are
approaching that task.
1.3
Similarly, the huge investment in new technology has now to be
paralleled by an investment in training so that we can make best use of
the investment. The IT Training strategy tackles this area and
presents a way forward for the Council.
1.4
Underlying this document is the determination that this Council uses
new technology to best effect to enable it to deliver services. The
document should therefore be understood as underpinning the
objectives which this Council has, but within the context of the
Government’s agenda.
Council Objectives for 2000-01 are:

To ensure the provision of affordable, quality housing to those "in
greatest need".

To ensure that crime and the fear of crime within North East
Lincolnshire is reduced

To ensure improved levels of employment for people who live in
North East Lincolnshire

To improve the standards of educational achievement for people in
North East Lincolnshire

To match educational and training provision to the needs of local
businesses
6
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
1.5

To offer practical support and assistance to people on low incomes
in NEL so they can help to reduce poverty and deprivation in their
own communities

To implement effective consultation arrangements with local people

To provide better services for older people living in North East
Lincolnshire

To improve public transport in North East Lincolnshire

To improve services to children in need in North East Lincolnshire
The IT Department’s own mission statement is similarly a key
underlying element in corporate planning:  To enable the Council to make best use of IT in delivering its
services to the people of North East Lincolnshire.
Central Government
1.6
The Government has recently published a series of reports on
Modernising Government including:

Information Age Government

e-Government

e-Commerce

Government portal 'UKonline.gov'
Together with supporting strategies on:

electronic communications at work

authentication

smart cards

digital TV
7
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
1.7

Call Centres

Interoperability framework
These reports set standards and targets for both the Government and
Local Authorities. The IS/IT Strategy must take these into account as
well as the Council's own priorities. The reports and strategies provide
an indication of the Government's expectation for the future direction of
Information Technology within the Council.
Terms
1.8
A Glossary of Technical Terms is attached in Appendix B. Bold italics
are used in the document to denote technical terms.
8
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
2
REVIEW OF 1999/2000
2.1
Summary
Last year’s plan described the projects which would be worked on during
1999/2000. The table below summarises progress against those projects. It
is then followed by highlights of other achievements during the year.
description
1. Improve the efficiency of the
LAN
2. Improved Fileserver
Administration
3. Exploitation of SMS
4. Merge Inventories
5. Implementation of Security
Policy
6. Develop a Disaster Recovery
Plan
7. Exploit BMC Patrol S/w
8. Finance Income System
9. Pay Personnel
10. Year 2000 Compliance
11. Intranet Development
12. Internet Development
13. Improvements to WAN
14. Operations Review
15. Exploitation of Network
Management
16. Housing DIP
progress
DHCP is now the new standard protocol on
PCs. Sophos virus detection software installed
on all W95/W98/NT PCs. Implementations to
be reviewed during 00/01
All servers except Civic are now in a single
domain. Civic will be completed in early 00/01.
Implementation of Virtual Administrator
delayed until 00/01
Installed on all servers and 80% of networked
PCs. Audit delayed until 00/01
Delayed to 00/01 due to shortage of
development staff
Reviewing new BS7799, liaising with District
Auditor but the majority of the work is rolledover to 00/01
Successful trial at Disaster Recovery site. Plan
will not be completed until 00/01 due to Year
2000 work.
Software installed
Implemented in November 99
Work commenced and will continue through
00/01 and beyond
No Y2K problems during January 2000, 29/2,
or year-end 03/00
Intranet rolled-out in April 99 and has
continued to grow
Internet re-designed and re-launched in
February 00
10/100mb Desktop Switching has been
implemented at the majority of buildings
improving network performance.
Completed procedural improvements as
required. Full review delayed until 00/01 due to
staff turnover
Detailed reports are now produced to
accurately measure any performance issues.
A system has been selected and work on
implementation is taking place between April
and August 2000.
9
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
3
INFORMATION STRATEGY
Introduction
3.1
As described in Section 1.6, the Government has produced a series of
targets and guides on how it expects Local government to modernise
its information provision in the future. The Government has stated how
it intends to provide information electronically both to Local Authorities
and to the public. These targets in turn require Local Authorities to
both be capable of receiving and processing that information, and to
be able to provide information to its citizens, the Government, other
Agencies and Suppliers.
3.2
The aim of the Government strategy is to enhance services by the
integration of systems, by responding to the demands of the modern “7
day by 24 hours” society and by increasing the means of delivery via
the new technology available. For the purpose of the strategy,
information is loosely defined to include both that normally held in
documents and databases but also that information which is the basis
of e-commerce namely financial details and transactions.
3.3
The main feature of the Government's strategy is that all services that
can be delivered electronically should be. This requires that public
sector services consider ways in which their services can be delivered
securely by means of new technologies such as the Internet, call
centres, mobile phones, digital TV. The Government as well as setting
targets has produced a series of guides on the security of transactions,
digital TV and interoperability between systems to enable public sector
services to move forward quickly.
3.4
The Government has introduced a second driver to this process, that
of 'Best Value'. This is a further mechanism for change, which must be
reconciled with the objective of achieving information age government.
The Audit Commission will expect service reviews to include
statements on how the services are to meet the challenge.
How is NELC working towards these targets?
By creating an Intranet
3.5
The site holds an A-Z of services, the telephone directory, policies,
plans and reports. Over a hundred members of staff have been trained
in how to publish departmental information on the Intranet, which is
now, combined with email, becoming accepted as the prime means of
disseminating information to staff. The provision of search facilities,
and links between and within documents enables staff to quickly locate
information.
10
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
3.6
A group, chaired by the Senior Information Officer of the IT
Department, meets on a regular basis to decide on content, standards
and training needs. The Chair then assumes client responsibility for
the means of delivering the content by managing projects, which may
be carried out internally, or by third parties. The departments are
responsible for the actual content.
3.7
In the initial stage of the Intranet development the Chair has been
responsible for the direction of the development. However, now that
the facility is recognised as a corporate facility, the means must be
found of enabling the future direction and priorites to be decided on a
corporate basis.
3.8
The knowledge that the Intranet contains the latest version of important
documents such as Standing Orders and personnel policies removes
the need not only for staff members to retain and update their own
copies, but also for the authors to distribute large numbers of updates.
3.9
During the coming year the Intranet will be a major factor in supporting
both the new political structure and the Best Value Review process.
The Intranet best meets the demands of the new Cabinet structure
with the revised meeting and reporting format with its search facility
and the ability to provide automatic links between areas of interest.
The Best Value review process needs this provision of a rapid and
easily accessible source of information regarding the progress of
reviews.
3.10
The IT Department is currently testing an electronic version of the
Expenses Claim form. The implementation of this secure form
combined with its verification process will provide the experience to
enable a whole range of similar forms to be provided electronically.
Over a period of time there will be substantial benefits in enabling staff
to complete forms at one source and thereby reducing the collecting
and delivering of paper versions.
3.11
It is intended that a number of “closed” areas will be provided for
departments to enable them to have discussion groups combined with
secure documents. The first such area will be provided for the
Education Department to support its Ofsted Inspection.
3.12
The IT Department will continually strive to improve the methods of
posting information to the Intranet in order that departmental staff can
post information quickly without the need for technical knowledge. Part
of this process will be to ensure that as much information as possible is
database driven rather than document based.
11
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
3.13
The role and importance of the Intranet will be highlighted in the
Corporate Communications strategy, which is currently in draft format
out for consultation.
By creating an Internet website
3.14
The site is a means of distributing information to Members, staff and
local citizens, together with the public at large. The site contains
information regarding Council services, tourism and development
opportunities. The intention is that the Internet will be a significant
facility to enable our citizens to both enquire about the Council services
but more importantly to also request services and to communicate their
needs to the Council. Hence the website will be a major contributor to
the democratic process.
3.15
The provision of information concerning the new Cabinet meetings and
reports, which is on the Intranet, will be extended to the Internet. This
will enable citizens and other interested external bodies to view
relevant information.
3.16
There is a major demand to supply secure discussion group forums on
the Internet. It is intended that in the next year such areas will be
provided for Social Services to enable them to communicate with both
care homes and foster parents, and for Technical Services to enable
them to resolve issues with contractors.
3.17
As increasing numbers of Council Members use computers and it is
anticipated that the use of the Internet to communicate with their
citizens will increase in the way that some MPs are now using the
facility.
3.18
The issue of communicating via electronic forms will be extended to
the Internet so that, in time, citizens will be able to request housing
repairs or the supply of a book from the library. Steps will also be
taken to ensure that the site is accessible by visually disabled users.
3.19
The Council’s website will increasingly become the vehicle for enabling
the citizen to communicate with the Council in this way. This will be
driven not only by our desire to benefit our customers, but also by the
requirement to deliver services electronically by 2005.
3.20
A group, chaired by the Director of Libraries, meets on a regular basis
to decide on content, standards and training needs. The Senior
Information Officer of the IT Department then assumes a client role
similar to that carried out for the Intranet. Again departments are
responsible for the actual content.
12
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
3.21 However as the website expands and there are ever increasing
demands from Departments to enhance their information there will
inevitably be an increasing need to control direction and priorities. The
group must find a method of enabling decisions concerning new
requirements to be made on a more corporate basis. The composition
of the group may need to expand and assume a more prominent role
under the direction of the Chair.
By exploiting E-commerce
3.22
In order to maintain consistency with government directives, the
Council has adopted the DTI definition that states –
“Electronic Commerce is the exchange of information across electronic
networks at any stage of the supply chain, whether within an
organisation, between businesses, between business and consumers,
or between the public and private sectors, whether paid or unpaid”.
3.23
A small team consisting of members of IT, Finance Audit, Finance
Corporate Purchasing and Law departments has been set up to
examine how the Council can explore the possibilities of e-commerce.
The benefits include more efficient services to our suppliers, staff and
citizens, achieved by utilising new emerging technologies to provide
faster services which meet the Government's targets for 'joined-up'
government.
3.24
The group has carried out an audit of the facilities that are already
provided and which include: - the purchase by the IT Department of all
Council PCs via Dell's website; payroll payments via BACS: 30% of
Council Tax payments via direct debit; tenders posted on the European
Union website; and direct debit payments for facilities such as the
Leisure Centre.
3.25
Research is being carried out as to the means of providing secure
electronic financial transactions. When this has been completed each
department will be consulted about its requirements from and
contribution to e-commerce. When this consultation phase is
completed an overall e-commerce strategy will be drawn up.
3.26
However in the short term there are already plans for further facilities.

A new financial management system is due to be installed in
December 2000 which will include a purchase ordering facility. This
will allow users to create orders by pulling down items from a
supplier's catalogue and then transmitting the order to the supplier.
13
Corporate Information Systems/Information Technology Strategy and Plan 2000/01

The Central Purchasing unit is tendering for the supply of electricity
where potential suppliers will be required to transmit single monthly
consumption figure for the whole council. A computer program will
then generate departmental payments. This will mean that
thousands of individual fuel bills will be replaced vastly reducing the
paper/bill flow problem.

Benefit notifications will be received electronically from the DHSS

The payment of Housing Benefits by BACS is to be investigated.
By creating an Enterprise data-base
3.27
A cross-departmental team has been set up to scope the creation of
this “database”, which will combine information concerning life
episodes of its citizens e.g. changing a name, changing an address,
changing a landlord, setting up a business. The intended benefits are
the simplification of processes, the reduction of duplicate data sets and
the provision of a single source of information thereby removing
inaccuracies and inconsistencies.
3.28
Members of the group are working in their departments identifying data
sets which contain information which may be of use to others,
identifying data held by other departments which could be of benefit to
them, and considering which manual processes could be replaced
electronically.
3.29
This project is one central to the Council's strategy of supporting the
Government's concept of 'joined-up' government. By creating a
system which allows information to be shared across departments and
functions from a single source for the benefit of both staff and citizens
an important step will have been taken towards this goal.
3.30
The project as with the Internet and Intranet, requires a change in
culture in order that owners of information must acknowledge that
information is a corporate asset to be shared. It is only by making
information available to others who may be able to add value by
discovering new usages that the real benefits will be achieved.
3.31
There are however major Data Protection issues around some of this
activity, but this is recognised nationally and will need to be addressed
before joined-up government can become a reality.
3.32
As a sub-project within this area, the team is also looking at the way
the Council’s Pay/Personnel system can be improved to enable more
efficient handling of information about the staff we employ.
14
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
By being a major contributor to a national Land & Property recording system:
3.33
The Council is at the forefront of the creation of a National Land and
Property Gazetteer (NLPG) whereby each property will have a unique
identifier, the national Unique Property Reference Number (UPRN).
3.34
For this purpose a property can be a parcel of land, a building or
simple item such as a bus shelter or a streetlight. By assigning a
UPRN to a property and then adding the UPRN to all information
systems that are property related, the Council would be able to crosslink those systems. The UPRN removes mis-matches caused by
different spellings and the problems caused by individual systems
having their own property identifiers. Further more the UPRN can be
linked to the Geographical Information System, enabling the location of
the properties to be displayed on maps.
3.35
Initially the Electoral Register, Planning Control, Council Tax and
NNDR systems, which currently have their own property identifiers, will
be assigned UPRNs. Housing and Social Services systems could be
included in the future.
3.36
UPRNs remove ambiguity from addresses e.g. flat 1, flat a, flat 1a
thereby increasing the effectiveness and accuracy of the information
stored. The UPRN enables cross-linking between systems thereby
adding to the value of the information stored within the individual
systems.
3.37
Since each UPRN is unique within the country, its importance as a
foundation for joined-up government will be underlined as systems
held by other bodies e.g. government departments, Health Authority,
etc, all use the identical code for the same property.
By implementing a Geographical Information System (GIS)
3.38
The system allows complex information to be easily interpreted by
producing visual images overlaying maps.
3.39
To-date twenty-seven sources of information have been made
available including diverse topics such as Census data, the Electoral
Register, Flood Zones, School Crossing Patrols and StreetLights.
Further work is currently taking place on sixteen sources including Bus
Stops, Heavy Load Routes, Public rights of Way and Residents
Parking.
15
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
3.40
Any item of information, which can be related to a geographical
location, is capable of being displayed. As a result, ten more
information sources are under investigation for processing after the
work in progress is completed. In particular the linking with the UPRN
as described above will be a significant extension of the facility
allowing all the Council's properties to be displayed.
3.41
Further work is taking place on aerial photographs, historical maps and
the linking of GIS with the Council’s Internet site. Hence it can be seen
that GIS is a major contributor to the Council’s information provision.
3.42
Approximately 140 members of staff are users of the facility, making it
one of the most widely accessed GIS systems of any Council in the
country. The IT Department provides training courses for basic and
advanced users. The facility is managed by an enthusiastic, interdepartmental Steering Group, which carries out feasibility studies and
assigns development priorities.
By starting to gather together information about the way the Authority gathers,
stores and manages information.
3.43
There are many current developments which will:

either require that we have a thorough understanding of how we
use information, e.g. The new Data Protection Act, The Human
Rights Act, The Freedom of Information Act;

or which will be easier to exploit fully if we have more complete
knowledge of how and where we use information e.g. Requests for
data exchange from organisations galvanised by the governments
initiatives, emerging standards for data storage and exchange (e.g.
NLIS, Govtalk).
3.44
Add to these the availability of new types of systems for handling data;
GIS, DIP (Document Image Processing), Internet and rapid cost
reductions in storage media and it is clear that this is an area of great
change.
3.45
However collecting information about information is a large and illdefined task, so our approach will be to collect information in
anticipation of specific needs and to store that information consistently
so that we will build towards a comprehensive data gazetteer.
16
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
By providing electronic facilities for Councillors:
3.46
The IT Department is supporting a pilot project in which a group of
councillors are being provided with PCs, printers and communication
facilities. This equipment enables them to be e-mailed agendas,
reports and memoranda from the Councillor’s Support team. The
process enables information to be received far more quickly and
reduces a considerable volume of paper that would normally be
manually delivered. The councillors are able to browse the Internet for
information and e-mail constituents. If as anticipated this pilot is
successful it is hoped that this facility can be expanded to all
Councillors.
Key Issues
Information Strategy
Issue
E-commerce
Intranet
Internet
Comment
A strategy is to be written and presented to the
Cabinet by December 2000.
How the group chaired by the Senior
Information Officer reaches a more corporate
approach on future development and the
means of assigning priorities. Target October
2000
How the group chaired by the Director of
Libraries will control the expansion of the facility
on a corporate basis, possibly by the expansion
of the group. Target November 2000
17
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
4 COMMUNICATIONS STRATEGY
Data Networks
4.1
The traffic on the WAN is continually monitored so that any changes in
demand can be anticipated and enhancements planned. Modifications
to a network’s topology are expensive in resources and due to the
complexity of the traffic through a network not all the consequences of
changes can be anticipated. Therefore, in order to provide a best value
and secure network service, changes must be responsive to particular
demands, provide specific solutions, and be progressive in anticipation
of future improvements. This year the corporate data network faces a
number of challenges. The contract for the data circuits that we have
with NTL expires at the end of March 2001. There are a number of
emerging technologies that are radically different from the current
approach. These include XDSL, which provide greater bandwidth over
existing copper circuits and Radio networking which use line of sight
microwave transmitters/receivers. Our enterprise network supplier
3Com has undergone a strategic restructure resulting in them leaving
certain markets behind. Whilst they are to remain strong in the LAN
environment they have effectively dropped all development of WAN
router and bridge products. Hence the strategy is to:  make use of Network Management techniques to monitor changes
in demand and the effects of improvements.
 modify as necessary the topology of the network. By moving the
circuits, where the geography of the Council permits, the network
can make better use of the flow of data by consolidating similar
types of traffic and by reducing the number of routes through which
the traffic flows and hence its latency.
 respond to anticipated increases in bandwidth demand. NELC is
proposing to increase the use of many of its applications including
Social Services Information Database (SSID), Document Image
Processing (DIP), and these new facilities will increase the demand
for bandwidth in parts of the network. An upgrade to one or more
of the WAN circuits may be required to facilitate this.
18
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
 reconfigure LAN switches at specific sites. Switches segment the
LAN allowing dedicated bandwidth for the hosts. The successful
implementation of switching at strategic sites this last year has
shown considerable improvements in resilience and response times.
It is our aim to reconfigure these devices in order to maximise
bandwidth.
 move from a bridged to a routed WAN environment. This will
further improve the efficiency of the WAN in optimising the use of
bandwidth between sites. In addition resilience will be improved by
the instant automated re-routing of traffic when faults occur. A
prerequisite of the implementation of routing is the design of an
effective IP addressing scheme and a complete move from fixed to
dynamic IP address allocation. Trials last year have once again
proved very encouraging.

investigate XDSL technologies, providing cheaper and faster WAN
circuits between sites. New technology trials at Melbourne House
have proved successful, which will in turn allow NELC to
dramatically reduce the cost of some WAN circuits.

Investigate Radio Link technologies, providing cheaper and faster
WAN circuits between sites. Whilst there is a considerable
installation cost there are no ongoing revenue charges other than
maintenance. Radio Link trials at Melbourne House have proved
successful, and implementation of this technology will allow NELC to
dramatically reduce the cost of some WAN circuits.

Investigate the possibilities beyond March 2001 when the existing
data circuit contract with NTL expires.

Investigate alternative suppliers of WAN products since 3Com has
pulled out of this market. Work with our existing integrator (Bull
Information Systems) to evaluate and test the alternative product
ranges.

Retain all 3Com equipment and continue to use this manufacturer
for all LAN equipment.
19
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Voice Networks
4.2
The corporate voice network (Centrex) supports 2300 extensions
across 96 buildings. There has been a steady growth in facilities and
take up of the additional services within departments. The service
underwent a favourable review by District Audit during the last year
with only a few minor recommendations for action. The service is
currently provided by NTL (formerly Diamond Cable) and the contract
is due to expire in March 2001. There are a number of options
available to us when this contract expires: these include extending the
existing contract, replacing Centrex with the BT equivalent Featurenet
or purchasing our own telephone switches. The main activities this
year will be:
 installation of Voice-mail will continue for those departments that
have identified a genuine need. SLAs are to be produced defining,
amongst other things, answer times for any service that uses this
facility.
 installation of category 5 wiring for voice in any new building. This
will reduce the cost and time taken to move extension numbers.
 Continue to monitor daily the voice network to ensure best practice
and value.
 Record and review all telecommunication’s security incidents.
 Produce base line information in terms of telephone usage.
 Review the policy on the usage of directory enquiries in light of
Intranet and Internet developments making this information free.
 Undertake to find £50k savings as part of the Telecommunications
Review.
 Prepare for the forthcoming situation when the NTL contract expires
ensuring that we are providing the best possible service at the best
possible value.
20
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Mobile phones
4.3
A decision was taken last year to re-tender the mobile phone contract.
A project group was formed in August and the invitation was sent out in
December for return in January 2000. The result of this exercise has
been a switch in networks to BT Cellnet, service provider to Telecom
South and a considerable annual saving (£45,000). There are a
number of administration and management processes to be refined
and technologies that are referred to later, such as WAP that require
further investigation and evaluation. Main activities this year will be:

Produce base line information in terms of mobile phone usage.

Produce written guidance to mobile phone users on the care of
mobiles and the use of PIN numbers to reduce the risk of
fraudulent calls.

Secure an indemnity against financial loss from fraud on mobile
phones with our supplier.

Review the procedure for recovering the cost of private calls on
mobile phones.

Investigate the application of new technologies such as WAP,
GPRS and UMTS.
21
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Mobile/Remote Working
Introduction
4.4
This section of the Communications Strategy introduces the wealth of
potential facilities available to NELC to enable staff to function
effectively away from the standard office environment. The intention is
not to produce a prescriptive Strategy, but to raise the issues, describe
the equipment that will be available and indicate possible scenarios for
their use. Once the issues have been investigated a more definitive
Strategy will be produced. It must be emphasised that the Strategy
must not be driven by the technology but by the business requirements
of NELC.
4.5
When formulating those business requirements, managers must take
into account three issues:

What will be the work pattern of the mobile user - e.g. will it be in
their home, at a client's office, collecting information in the
street/car

The type of access - do they need to be always online, to have
information on a 'read only' basis, or the ability to update central
information

The type of data involved - are they interested in text only, media
type data, or data stored on a database, which may need
searching.
4.6
There is now a range of computer and communication systems, either
in existence or planned, which will enable mobile workers to be more
efficient and effective. There are also many types of remote or mobile
workers e.g. those at home, in a satellite office, or a fieldworker. Each
type will have specific solutions available to them. The challenge is to
ensure that each category of worker has the most appropriate
equipment. Matching and deploying the correct solution, to satisfy
each requirement, from the available range is a major issue for an I.T.
Department. In the future, as an increasing percentage of workers
operate remotely using a wide range of complex tools, which in turn
need support and maintenance, incorrect decisions may result in an
actual loss in productivity.
4.7
Many of today's solutions will be short-lived either deliberately as an
interim stage or because products do not match the market
requirements. Public authorities need to strike a balance between
avoiding pioneering inappropriate solutions and the need to ensure
that their staff have the most effective tools to carry out their tasks.
22
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
4.8
The Gartner Group has stated that the potential facilities available to
remote/mobile workers will constitute two new eras in computing, both
of which will have implications for the manner in which remote workers
can function i.e.: 
Contextual computing - whereby systems/devices will be able to be
chosen from those available so that they are appropriate to the
physical context in which the worker operates. This has the benefit
of ensuring the worker has continuity in whatever task and
whichever location they are operating.

Spontaneous computing - whereby systems/devices will provide
access to information on an 'any time, anywhere' basis. This will
enable remote workers to obtain real-time information whatever
their location or situation. Hence the remote worker is freed from
the chore of seeking the means of returning to, or physically
connecting to their base in order to update their information.
The Facilities
Communications
4.9
In order that a remote worker maintains the effectiveness of an office
bound worker the aim must be to achieve the bandwidths available on
the LANs. The following section describes communication facilities,
which are either available now or planned for the future.
Communicating by Fixed Wire Networks
4.10
Communication over the Public Switched Telephone Network (PSTN)
via analogue modems is currently the most commonly used facility.
The start-up and running costs are relatively low, but the main
disadvantage for today's worker is the low bandwidth, which is limited
to 56 kbps (thousand bits per second). However there is still a place
for this method when only low volume transactions are needed.
4.11
Integrated Services Data Networks (ISDN) offers an end-to-end digital
service. The facilities main advantage is its improved bandwidth over
PSTN of 128 kbps, but the costs are higher. ISDN will probably turn
out to be an interim solution between low cost analogue solutions and
higher-speed more cost effective digital services.
23
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
4.12
Asymmetric Digital Subscriber Lines (ADSL) take advantage of existing
copper wires to provide significantly higher bandwidths than ISDN.
Hence it will become the leading technology for high speed fixed
connections for remote workers. The service is 'asymmetric' in that the
user transmits requests to the host at much lower speeds than the data
is downloaded from the host. Typical speeds are 64kbps down to the
host with 2mbps (million bits per second) available for downloads.
Communicating by Mobile Data Networks
4.13
This is a very complex subject which whilst offering significant benefits
requires managers to be aware of the constraints of each alternative.
This is an area which must be driven by business needs and
appropriate applications rather than merely the adoption of a
technology. Needs must be assessed before decisions are made on
the data transport method.
4.14
Over the next few years users will be offered three different modes of
communication, described below, which will require careful decisions
on their adoption. Each of the systems offers, as well as a basic digital
rate for voice transmissions, a compression facility for data
transmissions. The compressed data transmission speeds will
eventually approach those of fixed lines but will remain below them.
This is due to inherent delays in the switching of the calls and retransmissions due to noise.
4.15
The current digital mobile phone service is called 'Global System for
Mobile Communications' (GSM). The service provides a transmission
rate of 9.6kbps. These rates are sufficient for messaging and short
data transmissions, but they are not suitable for either high volumes or
web browsing. The service has provided an easy route to simple
digital data transmissions removing the need for modems and will
remain sufficient for many simple applications. However GSM has
been optimised for the transmission of continuous voice calls rather
than short bursts of data. Packet switching is a more efficient way of
transmitting bursts of data than the circuit switching used by GSM.
Hence, since GSM is inherently inefficient for data, growth in demand
will necessitate new alternatives.
4.16
However since there has been such a heavy world-wide investment in
GSM circuit based transmissions there cannot be an overnight move to
packet switching networks. Therefore in the near future an
intermediate service is to be provided known as 'General Packet Radio
service' (GPRS). This is still based on the GSM service but allows
provision of a new packet based protocol giving transmissions speeds
of 100kbps.
24
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
4.17
Ultimately a true packet based digital service will need to be provided
to address the growing demand. This third generation system will be
rolled-out from 2002 onwards and is called the 'Universal Mobile
Telecommunications System' (UMTS). This service will initially provide
transmission speeds of 2mbps with 10mbps as the eventual target.
These speeds will allow the transmission of large amounts of data,
video, graphics and full usage of Internet services.
4.18
A new protocol 'Wireless Application Protocol' (WAP) has been
designed specifically to transmit Internet information across mobile
networks to microbrowsers.
The Devices
4.19
The range of devices which can be attached to either fixed wire or
wireless communication systems is probably the most diverse in the IT
arena. There are devices to fulfil simple roles and more complex
devices that combine roles.
4.20
At its simplest a home worker could have a standard PC connected to
a fixed line via either a modem when using a PSTN or a dedicated
network card when using a digital service. Similarly a standard laptop
could be used with the same connections either as a laptop or within a
docking station. A laptop user can also travel around but be connected
to base via a mobile phone and a communications card. However
outside of these choices there is a wide range of devices available to
the home or travelling remote worker.
4.21
The next level of device after the laptop are the miniaturised portable
computers known by the generic name of 'Personal Digital Assistant
(PDA). Their design enables them to be carried in pockets rather than
a carrying case. They are multi function devices providing services
such as diaries, contacts, appointments, tasks, note taking and in
some cases voice recorders. PDAs can be connected to PCs in order
to synchronise information and have either built in communications
devices or the ability to be connected to communication cards and
hence to mobile phones and landlines. The communication facilities
enable the user to send and receive e-mails, faxes, and in some cases
provided a limited web browsing facility. These devices have great
potential and the benefits could be enormous in areas such as
Housing and Social Services. However the Gartner Group cautions
that upto the present PDAs have tended to be personal purchases, but
once they move into corporate use then they must be purchased
centrally and their usage monitored. Their cost, support, usage and
information must be regarded as corporate costs and assets.
25
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
4.22
4.23
When considering purchasing these devices a manager is immediately
faced with two sets of choices:

The PDAs have two physical formats - Handheld PCs, which look
like miniature laptops with a small screen and keyboard. The
keyboard enables them to provide additional limited wordprocessing and spreadsheet facilities. The second format is the
Palm PC, which tend to have additional media facilities. This
format is simpler to use and is based around a small screen with
their functions controlled by a small number of buttons and a stylus.

PDAs have two different operating systems. The Palm Computing
OS which is optimised for the devices or the Microsoft Windows CE
OS which requires more memory but will enable the user achieve
more compatibility with their base machines.
The final type of device to be considered is the emerging 'Smart
Phone' which combine PDAs and mobile telephones. Hence all the
facilities of the PDA are enhanced by the removal of the need to
establish external means of communication. It is expected that voice
recognition software will be available. Once a mobile worker is able to
use all this functionality combined with the ability to synchronise with
PCs both at home and work then managers will need to consider how
they can re-organise their functions around the benefits of these
devices.
Scenarios
4.24
Only two possible scenarios will be considered for the sake of
simplicity whilst recognising that there are others possible from a
combinations of those two. Each of the two represents a type of
working, which presents its own distinct problems and solutions.
Remote and Fixed
4.25
Consider a member of staff who works from home, the first issue is the
work pattern. If the person needs constant communication with their
work base using high volume transactions e.g. constantly analysing
information downloaded from databases, then the solution in this case
would be a standard PC or Laptop connected by one of the three fixed
line scenarios described before.
4.26
Alternatively a manager working from home in order to complete a
report could bring the report home on a PDA or Smart Phone and
download to the home PC. E-mails from either the Internet or internal
sources could be downloaded via a mobile service without the need for
a special fixed line.
26
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Remote and Travelling
4.27
It is this type of worker who will gain the most from the combination of
new devices and mobile phone facilities. Certain types of worker will
be able to operate without the need to visit a workbase by either
communicating from home or whilst on the move. Consider the type of
worker whose main function involves visiting clients e.g. social workers,
housing repair staff, financial staff advising on benefits.
4.28
These workers could download their caseload at the start of the day at
home onto a PDA or Smart Phone and then visit those clients. Any
client queries could be answered at the clients by connecting to the
home base sources. E-mails could be received or sent whilst travelling
around. In effect any information collected could be downloaded at
home to the workbase. This mode of work would greatly increase the
efficiency and effectiveness of the worker and also free space at the
workbase.
Key Issues
Mobile/Remote Working
Issue
Business Requirements
Mobile/remote strategy
Comment
Must not be driven by technology but by
business needs. Department IT Plans
2001/02 to include a statement of their
requirements for this facility
To be developed during 2001 as
technologies are available and
requirements are known.
27
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
5
INFORMATION TECHNOLOGY SECURITY STRATEGY
Introduction
5.1
Information can be regarded as a business asset that must be
protected. As organisations become more reliant on information then
their exposure to threats both accidental and intentional increases.
Being dependent on information and information services,
organisations must implement a range of policies, procedures and
controls to reduce the risks arising from those threats and thereby
achieve their business objectives.
5.2
The British Standards Institute has produced a code of practice,
BS7799, which describes a series of controls that should be
considered for a wide range of security issues. The standard should
be regarded as a series of recommendations rather than a
specification. Organisations are free to choose whether to implement
all or part of the Standard. The main headings in the standard are:










The Security Policy
Security Organisation
Asset Classification
Personnel Security
Physical and Environmental Security
Communications and Operations
Access Control
Systems Development
Business Continuity
Compliance
Current situation
5.3
The IT Department has already produced a series of Committee
reports and policies appertaining to IT Security. However these have
been written in response to particular situations without being related
to an overall strategy. In order to rationalise the situation it has been
decided that BS7799 will become the basis for a more comprehensive
document. NELC will not attempt to gain formal compliance with the
standard but to use it as a checklist, which can be implemented in
priority order.
28
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Next Steps
5.4
The Deputy Director of IT and the IT Strategy Manager are to work with
the IT District Auditor to produce a plan which will enable NELC to
implement the relevant sections of BS7799. To this end:

all the IT Business Service Managers will receive copies of the
latest version of BS7799 to enable them to identify relevant areas
of work

the Deputy Director and IT Strategy Manager will write a Security
Policy

the Deputy Director and IT Strategy Manager will begin to produce
an Information Security Management Document based on BS7799.
Controls and procedures, which already conform to particular
sections of BS7799 will be identified and incorporated into the
Document.

the Deputy Director and IT Strategy Manager will then prioritise the
sections within BS7799 which require contributions. They will
obtain further controls and procedures from the relevant IT
Business Group Manager and add them to the Document.

the Deputy Director and IT Strategy Manager will liaise with the
District Auditor throughout the process. The District Auditor intends
to report on the situation during the summer of 2000. This report
will be an important contribution to the prioritisation process
described above.
Key Issues
Security Strategy
Issue
Produce Security Plan
Comment
Security Policy and Plan, with dates for
implementation, to Cabinet by November
2000
29
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
6
INFORMATION TECHNOLOGY TRAINING STRATEGY
Introduction
6.1
The Human Resources Department of NELC has produced a
Corporate Training and Development Policy. The purpose of that policy
is ‘to develop a workforce of properly skilled and motivated people who
are able, by their performance and contribution, to provide a quality
and valued service’.
6.2
IT has an essential role in supporting that objective and the
requirements of ‘Best Value’. The IT Training Strategy describes the IT
aspects of the Corporate Training and Development Policy.
Aims
 To define roles and responsibilities in the provision of IT Training.
 To ensure that all staff who use IT are trained to a level appropriate
to their needs. All staff should be trained to at least having basic IT
skills.
 To ensure that NELC’s IT users are aware of the potential of IT and
to have the means of learning how to use it.
 To ensure the provision of cost-effective quality IT training
appropriate to needs.
Definitions and Roles and Responsibilities
6.3
There are currently approximately 1600 PCs supported by IT
Department staff. The majority of the PCs are networked and provide
common services such as word processing, spreadsheet, e-mail and
browser facilities. Some members of staff also use specialised
software related to their departmental needs. Therefore, given the
large number of PC users and the range of software in use, it is
necessary to define an IT Training Strategy which ensures that NELC
has a cost-effective means of obtaining appropriate IT Training.
30
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
6.4
The IT Training Strategy must therefore take account of the training
needs of different types of users, i.e. those who require:

basic IT skills – e.g. good practice, file management, security, virus
protection, simple word processing/spreadsheet usage, e-mail and
browsers.

More advanced IT Skills – e.g. ability to produce complex word
documents, spreadsheets or presentations.

Specific IT packages – e.g. project planning and specific
departmental systems such as AutoCAD, DIP or FMS.

Superuser expertise – suitable advanced skills to assist other staff
in the vicinity with minor support issues.
6.5
In order that NELC obtains Best Value from its use of IT there must be
a flexible approach to the support of the PCs. The IT Department
provides a Helpdesk and PC Support staff, but departments can help
themselves by having “Superusers”.
6.6
The main requirement to become a superuser is to be within close
proximity (say, 20 seconds walk) of staff experiencing an IT related
problem. The IT Department will train these users to have a basic
understanding of common IT faults and their resolution. This will
ensure rapid resolution of basic problems without recourse to the
Helpdesk. Where they cannot resolve the fault, they will be better able
to define problems to the helpdesk, so that the matter can be dealt with
by the most appropriate support staff and therefore resolved more
efficiently. This concept has already been pioneered in the Best
Practice Pilot in the Environment and Planning Departments. It also
fulfils the area of the Corporate Training Policy relating to “individuals
will be expected to share their knowledge and skills with colleagues”.
6.7
The organisation of IT Training is the responsibility of each
Department. In addition to the roles and responsibilities outlined in the
Corporate Training and Development Policy these are the specific
activities relating to IT Training:
Training and Development Co-ordinator

Carry out service wide IT Training needs assessment using the IT
Training questionnaire for Basic Users and feedback from line
managers for more advanced I.T. training needs. This is to ensure
that all employees have the training appropriate to the business
needs of their area of work.
31
Corporate Information Systems/Information Technology Strategy and Plan 2000/01

Plan the attendance of staff at IT courses taking account of subject,
level and required numbers.
Line Managers

Ensure that IT training needs are integrated into the Employee
Development processes and that information on these needs is
passed to the Training Co-ordinator.
Directors
6.8

Ensure that all employees, including the Director, attain at least
basic IT skills - both at induction for new employees and as soon as
feasible for existing employees.

Designate Superuser(s) to support their department's employees
and to participate in inter-department groups in order to share Best
Practice.

Designate Liaison Officers for IT packages, who will support all
departments who use that package (e.g. for DIP, and ASH Debtors)
The IT Department can either, by means of its provider role, supply a
range of internal courses or, by means of its client role, organise
appropriate courses with external agencies. IT Department Trainers
and Course Organisers have the responsibility to:

Liaise with Departmental Training Co-ordinators to ensure that the
required training is available

Plan, prepare and present IT courses, and provide supporting
documentation

Maintain records of attendance and attainment

Provide a range of internal courses using the IT Department’s
Training Room. The courses will cover basic PC awareness
(hardware and software), PC Operating Systems, Microsoft Office,
e-mail and Internet usage. Courses will be provided for the training
of Superusers. The IT Training Section will target to provide 20
different courses and 10 seminars per year over 1175 person
training days.

Ensure that for the internally provided courses the Customer
Satisfaction target of ‘Good’ and above is achieved for 90% of the
responses. The customers complete a critique with satisfaction
levels of 1-4, with 3-4 designating ‘Good’ or “Excellent”.
32
Corporate Information Systems/Information Technology Strategy and Plan 2000/01

Provide client services to organise the following type of courses
supplied by external agencies:

Manage the grouping of users so as to gain price reductions when
attending off-site courses

Manage the grouping of users so as to gain price reductions on
courses using IT Training facilities

Users who require on-site training in newly acquired computer
systems

Individual users attending off-site courses

Monitor IT Courses provided by third parties to ensure that the inhouse courses are ‘Best Value’ and to direct Department staff to
them when appropriate. The usage of outside courses can be
justified by their specialised nature, their cost when compared to
the “cost” of the in-house training, the cost effectiveness of the IT
Department creating a new course, or excess demand.

Maintain knowledge of the software marketplace and user
requirements to ensure that appropriate courses are planned and
made available as new software is produced

Monitor the content and quality of externally provided courses.

Provide a Helpdesk to support the trainees when they return to their
Departments
Methodology
6.9
All staff should be trained to at least having basic IT skills

For new users - Make IT training part of the induction process. For
those users who have never used PCs before, this training would
be the IT “getting started” course (one day) followed by the
“Introduction to Windows” course (one day). All other users would
just need the “Introduction to Windows” course. These courses
cover what is a PC, through to the Desktop, File Management and
the use of MS Office.
33
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
6.10

For existing users – Training Co-ordinators may have already
identified those users who need to attend the above courses. To
assist in determining the level of skills, the IT Department’s Training
Section has drawn up a questionnaire, which is short and simple
but designed to assess basic Word, Windows and file-management
skills. All staff from the Chief Executive down should complete the
questionnaire. Analysis of the results will identify any training
requirements to basic level.

The IT Department must ensure sufficient courses are available to
cover demand. The current corporate induction training, which is
run by Human Resources Department, handles about 25 people
every three months. The IT department will schedule 4 courses in
a three month period (sufficient for 9*4=36 people) and adjust as
required.
All staff who use IT are trained to a level appropriate to their needs and
are aware of the potential of IT and have the means of learning how to
use it.

IT Training to provide a wide range of courses from basic IT skills to
more advanced levels, in the entire standard Microsoft product
range. These courses to be publicised on a regular basis.

Departments to ensure that training needs are identified and time
is allocated for staff to attain the required level of expertise.

IT Training to provide seminars identifying new areas of IT and the
potential benefits that they may bring.

IT Training to provide workshops demonstrating the potential of IT
to All Directors and nominated senior staff.

Specific IT packages – e.g. project planning and specific
departmental systems such as AutoCAD, DIP or FMS.
Departments to provide contact liaison officers who are fully trained
in the use of these packages and who can either deliver or arrange
the delivery of training to users of these systems. IT Training and IT
Consultancy will assist in this process if required.

Superuser expertise – Departments identify staff and IT Training
train in suitable advanced skills to assist other staff in the vicinity
with minor support issues.
34
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Key Issues
IT Training
Issue
Assess IT Training needs
Improve the Induction Process
Establishment of Superusers
Establishment of Liaison
Officers
Comment
The Training Co-ordinators to provide an
assessment of Departmental IT training
needs on an Annual Basis
Basic IT Training to be included in the
Corporate Induction Process, by the end of
July 2000.
Departments to have informed IT of the
names, telephone number and location of
nominated Superusers, by the end of
September 2000.
IT to design and make available Superuser
courses, by the end of October 2000
When these Superusers have been trained,
Departments will publicise their names and
location to staff.
Departments to have designated and
publicised the names of Liaison Officers for
specific IT packages and products. IT
Consultancy will assist in the process of
identifying products and packages, by the
end of September 2000
35
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
7
TECHNOLOGY STRATEGY
Standards
7.1
The standards ensure interoperability between systems and hence
increase efficiency and reduce costs. The current standards are
outlined below, but as with any standards they are always under
review. The main features are:
7.2.
The Standards for the environments in which IT systems operate
 Corporate Servers - Unix is the operating system for all the Council’s
minicomputers, Solaris 2.6 being the preferred version running on
machines from Sun Microsystems.
 Fileservers - Microsoft (MS) NT Server 4.0 is the operating system
installed on all the file servers. The server consists of - Internet
Information Server 4.0, Index Server 2.0, and Transaction Server
2.0. The following additional servers will be available as required:





Exchanger Server 5.5
SMS Server 2.0
SQL Server 6.5
Site Server 3.0
Proxy Server 2.0
 PCs – the strategy is to migrate existing PCs running under MS
Windows 3.11 to either MS Windows 98 or MS NT. The exception
being those PCs where the processor is below Pentium in which
case the PC may be disposed of as per the Audit Guidelines. Any
existing PC running under MS Windows 95 will remain with that
operating system. All new PCs will be purchased with either MS
Windows 98 or Windows NT pre-installed. It is not intended to
migrate to W2000 in the next financial year. Windows 98 will be the
standard for the majority of users. NT may be justified if features
such as enhanced security are required and if the users’
applications are suitable. The IT Department’s PC Support Team
will advise users on the appropriate choice. All networked PCs will
have appropriate Client Access Licences (CALS), responsibility for
purchasing and monitoring CALS lies with the IT Department. The
Sophos virus checking software will protect all PCs.
 Thin Client – MS Terminal Server is the preferred solution. The
product will be piloted and evaluated during the financial year.
 Terminal Emulation – Glink is the standard utility for general use and
Xvision the utility for specialist technical support.
36
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
 Corporate Databases – Oracle is the data base management
system and Patrol is used for monitoring and managing their
efficiency.
 Back-ups – ARCserve is the preferred product for NT systems and
Solstice for Unix platforms.
 Software Development Tools – Oracle Developer 2000 is used for
Corporate Systems development. Visual Basic (VB) v6 front ending
MS Access 97or SQL Server is used to develop PC/Server systems
within PC Services. FrontPage 98, MS Visual InterDev v6, VBScript,
JavaScript, JScript, Adobe PhotoShop v5.5 and JASC PaintShop
Pro v6 are all used in Internet/Intranet development by PC Services.
MS Internet Information Server v4, MS Index Server v2 and MS Site
Server Express v2 are used by PC Services to support
Internet/Intranet sites.
7.3
The Standards for PCs

Supplier – the Dell Corporation is the current supplier.
Departments must not purchase machines from any other source.
The specification and price of the Dell PCs are continuously
monitored. A formal review of the market place takes place at least
annually, normally about July. The purchasing of PCs is
undertaken on Department’s behalf by the IT PC Support Team via
a specially tailored website which significantly increases the
efficiency of the process.

Specifications – the current specifications are made available to the
purchasers on the above website and to all users on the Council’s
Intranet. The processor power is continuously updated, but users
must be aware that the minimum memory required for Windows 98
is 64mb and for Windows NT is 128mb. All peripherals, except for
the keyboard and mouse, should be connected via the Universal
Serial Bus (USB) port. If network cards can be installed separately
then 3-COM is the recommended supplier, otherwise any integrated
card is suitable.

Standard Set-up - the IT PC Support Team will install an
appropriate configuration from a range of standards.

Office Systems – All new PCs will have MS Office 97 installed and
all existing PCs will migrate to MS Office 97, as financial resources
become available. All versions will be installed as Standard unless
Professional is specifically requested. It is not intended to migrate
to MS Office 2000 within the next financial year.
37
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
7.4.

Intranet/Internet – All networked PCs should be connected to the
Council’s Intranet site and to the Internet when there is a business
justification. The current preferred browser is IE4. However IE5 will
be tested as soon as possible and the position reviewed.

Printers – all workgroup printers should be connected to the
network via a Jet Direct card not by being attached to a PC. The
recommended printers are:

Laser printers from the Hewlett Packard range, the HP 2100 for
individual use and the HP4050N for Workgroups.

Inkjet Printers from the Epsom or Hewlett Packard ranges
The Standards for Communications

Voice -Centrex remains the Council’s voice telephone network.

Mobile phones – communicate via the service provider Telecom
South. The phones are supplied via a contract administered by the
IT Department.

Hardware – 3Com is currently the preferred supplier for
communications hardware.

Security – The Council’s networks are protected from external
interference by means of a firewall server running Firewall-1. It is
intended that, during the next financial year, this protection will be
increased by the purchase of additional software. This will
disassemble incoming e-mail in order to check for viruses, and
detect an intrusion attempt from an external source.

RAS Server - The current RAS box is the 3Com Total Control
Multiservice Platform (TCMP). A remote user is provided with an
analogue exchange line and a 3Com modem. The Windows dial-up
networking client is configured to dial our primary rate ISDN number
and Windows NT authenticates the user, who is then able to gain
access to all network services. The current speed is only 56k and
therefore performance restricts certain services e.g. Microsoft
Access developed applications.
It is proposed that we will implement SecurID in order to provide
two-factor authentication. This involves each user being in
possession of both a SecurID token and a password.
38
Corporate Information Systems/Information Technology Strategy and Plan 2000/01

E-mail – MS Exchange is the current solution. It is not intended to
migrate to Exchange 2000 in the next financial year. Exchange
2000 will be evaluated when the decision is made to migrate to the
full MS 2000 environment.

Diary Management - the majority of users of this group facility are
on MS Schedule +, with a minority on MS Outlook 98. All new
users of this facility will have Outlook 98 installed and current
Schedule+ users migrated. If possible migration will be completed
as a bulk automated exercise. Users of the older software will be
able to use the equivalent functionality in Outlook immediately.
Training in the enhanced functionality will be scheduled according
to local management's commitment to operate group scheduling.
There are no licensing costs to this exercise because all network
users with NT CALS are allowed to have Outlook installed. It has
been established that whilst there are important advantages to
migrating from Schedule + to Outlook 98 there are no
corresponding advantages to migrating to Outlook 2000. Hence
the standard will remain Outlook 98.
39
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Appendix A
DEPARTMENTAL IT PLANS SUMMARY
The following pages describe the key features of the 1999-2000
Departmental IT Plans as seen from a corporate perspective. There are 6
main areas that are summarised under the following headings;
 The Internet
 Software Development
 Major purchases upgrades or replacement of third party systems
 Document Image Processing (DIP)
 Geographic Information Systems
 Network Enhancements
Departments were also asked to consider their possible use of video
conferencing, Smart cards and kiosks. With the exception of Economic
Development who have set up a video conference terminal in Immingham
Resource centre and Leisure who already use Kiosks, no departments have
any medium term plans to exploit these technologies.
Summary of Common Issues
Note: "" represents a watching brief only
Service
Finance
Human Resources
IT
Legal &
Democratic
Environment
Housing
Social Services
Economic
Development
Estates
European issues
Technical Services
Internet/
Intranet
DIP
GIS

























40
Software
Development





Major
Network
3rd Party
Systems







Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Appendix A
Service
Planning and
Transportation
Libraries
Education
Leisure
Works
1
Internet/
Intranet
DIP
GIS











Software
Development

Major
Network
3rd Party
Systems




The Internet / Intranet
NE Lincs established an Internet server and Firewall in late 1997. This
equipment supports three different types of activity.
Access to the Internet: The firewall acts as a secure gateway
between the NELC internal network and the Internet, allowing any user
attached to the network be given access to the Internet while denying
unauthorised external access.
NE Lincs Internet site: Provision of Public information
The Internet server acts as a repository for information we wish to publish, the
Firewall ensures that external users can only access authorised parts of the
Internet server and no other areas on our network.
NE Lincs Intranet: Provision of internal information:
Provision of internal information using Internet or similar technology is often
referred to as an “Intranet”.
Use of the Internet and Intranet has taken off over the last year. It seems
almost unbelievable that this report last year contained the sentence "A full
pilot site accessible by all network users is due to go live from April 1999."
referring to the Intranet site.
All departments make use of the Intranet and Internet, and all departments
contribute information to both sites.
Main developments this year:




Continued growth in quantity, and quality of information on the NE Lincs
sites.
Additional users can now connect to the Internet without charge, so all
networked user with a business need can have access.
It is planned to connect all schools to the internet
The Library Service is preparing a "National Opportunities Fund" bid to
connect all Libraries to the Internet.
41



Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Appendix A

2
Development of systems to distribute and publish council papers.
Software Development
Several Service departments have identified needs that can be met by
software development. Internal development resources are limited.
Bids for Software Development
Finance
 Implementation of “Business Objects” in LOGOS.
 Archiving old LOGOS data,
 Payroll enhancements
 Links from Revenues to other Agencies.
Human Resources
 Enhancement of Pay/Personnel to include more personnel functionality.
 Implementation of new time recording system
 Incident reporting system.
Legal & Democratic Services
 Systems to support the distribution and publication of council papers.
 Land Charges.
Social Services
 SSID reporting software
IT
 To replace the current Mainframe job scheduler with an enhanced system.
Works
 Update "WASMAN"
 Various potential enhancements to "Servitor".
Estates
 Asset Management - major corporate initiative to reflect Government
demands.
Planning and Transportation
 Loading a property gazetteer into the Ocella property database. To include
geographic referencing.
 Management applications; Complaints analysis, personnel records,
performance indicators, customer surveys.
42
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Appendix A
Major purchases upgrades or replacement of third party systems
Most of the authority’s main systems are purchased from third party software
suppliers. Most of these systems are routinely updated with one or more
maintenance updates each year, in addition to this normal cycle there are
periodic major upgrades which will involve the users, the suppliers and the IT
department in considerable amounts of work.
There is some overlap between this category of work and software
development. New developments may be bought in or developed in house
after comparing costs. Most new or upgraded third party systems are likely to
require some internal development work to aid integration with other systems
or to add additional reports etc.
Depending on the cost and complexity of a proposed upgrade, complete
replacement by a new system may be considered.
This year’s planned work:
Finance
Upgrade to new version of Document imaging
Upgrade to new version of Open FMS. (Main financial system)
Environment
Upgrade to new version of MKA (Main environmental health system)
Upgrade to new version of FLARE (Main trading standard system)
Housing
Implementation of a new document imaging system.
Libraries
Implementation of new version of ALS (Main Library system)
Education
Continued implementation of "EMS" Education Management System (Major
system for managing all kinds of pupil data)
Preparation for next year:
Finance
Possible replacement of LOGOS (Main council tax/benefits system), which is
the Council's last remaining 'Mainframe' system
Planning
Upgrade to new version of OCELLA (The main planning system)
Social Services
Upgrade to new version of SSID (The main social services system)
43
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Appendix A
3
Document Image Processing (DIP)
Document Image Processing is a term applied to a group of technologies,
which collectively enable the computerisation of the “paperwork” elements of
existing systems. The technologies are relatively new but can probably now
be considered as mature. The cost of these technologies, while still high, has
recently fallen significantly.
A DIP System was introduced into the Revenues Service during the first part
of 1998 and has been operational since August 1998.
Most departments attended demonstrations arranged as part of the
Revenues selection process and further demonstrations held by the
successful supplier during November 1998. Many expressed a keen interest
in the possibilities.
The current high entry level price of systems will prevent early implementation
by most departments but many are keeping a watching brief as costs reduce
and would be interested in taking advantage of any collective opportunity that
would reduce individual costs.
It is also apparent that some of the technical elements that make up DIP are
starting to appear as part of other applications.
DIP Related Activities Extracted from Service Department IT Plans.
Housing
Implementation of a DIP system to support the move to Customer Access
Points.
(Go live date 1 October 2000)
Personnel and Payroll
This is an area of activity identified by several departments, which could be
investigated alongside the development of the Pay/Personnel system.
Education, Environment and Housing have identified personnel records,
Finance and the DSO have identified payroll documentation.
Other Departments
Departments that have expressed an interest in DIP which for the immediate
future amounts to a watching brief include:





Technical Services
Planning and Transportation
Community Regeneration
DSO
Environment
44
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
Appendix A




4
Education
Estates
Economic Development
Legal & Democratic Services
Geographic Information Systems (GIS)
Progress over the last year has been very pleasing. The system is available
to anyone who needs it and is in use by approximately 180 active users.
Training sessions for new users are held regularly.
The Steering Group of all interested service departments is now well
established and is actively guiding the development program.
Current GIS Development Program.
General
 Electoral Roll
 Load National Land and
Property Gazetteer (BS7666)
Environmental Health
 Commercial Properties
 Energy Management
 MKA - Determine areas of
Housing Decline
 Disable Facilities Grant
 Private Sector - to show results
of housing condition survey
 HMO - Registration
 Void Take on
Planning
 Listed Buildings
 Local Plan
 Conservation Areas
 Tree Preservation Orders
Housing
 Housing Properties
Technical Services
 Bus Stops
 Public Rights of Way
 Residents Parking
 Bridge / Heavy Load Routing
Leisure
 Allotments
 Guest Houses
Finance
 Council Tax Bands
Economic Development
 Inward Investment Retail
Properties
Legal & Democratic Services
 Ward Councillors
Education
Travel to school walking routes
Estates
 Deeds Phase 2 Polygons
 Leases Phase 2 Polygons
 Terrier System
45
Corporate Information Systems/Information Technology Strategy and Plan 2000/01
5
Network Enhancements
NELC has established a comprehensive network system linking computers both within
and between sites. The core of the Wide Area Network (WAN) is now in place. There is
still a requirement to link some smaller sites and people are starting to explore the
possibility of links with other organisations. There is a corporate home working pilot that
could have major long-term implications.
Items Requiring Enhancements to the Network Extracted from IT Plans
Finance
 Links to other agencies, DSS, Rent Officer.
Libraries
 Connection of branch libraries to support "The Peoples Network" and "The National
Grid for Learning" (initial bid for lottery funding submitted).
Economic Development
 “On line business” to connect Business centre tenants (ERDF Grant)
Education
 Link all schools to support the national grid for learning.
46
Corporate Information Systems/Information Technology Strategy and Plan 2000/2001
APPENDIX B
Glossary of Technical Terms
Bandwidth
The amount of data that can be transmitted in a fixed amount of time. The speed of our
wide area network circuits varies from 64 kbps (thousand bits per second) to 100 mbps
(million bits per second).
Broadcast
The term used when a PC or server attached to the network requests or sends
information from or to every other device on the network. A typical example would be a
PC requesting which fileserver holds the information it is looking for. Too many
broadcasts cause ‘storms’ which flood’s the network reducing performance. Switching is
used to reduce this affect.
Browser
Software installed on a PC which enables a user to display text and graphical
information held on World Wide Web (WWW) sites.
Bridges
A device that connects two local area networks in two different buildings. Unlike routers
they simply forward data without analysing and re-routing messages. Consequently,
they're faster than routers, but also less versatile.
Category Five Wiring
The cable standard that is used for wiring the data networks within our buildings.
DHCP (Dynamic Host Configuration Protocol)
Automatic identification of computers and also allocates places to go if unrecognised.
DNS (Domain Name Server)
Converts user friendly Internet address (e.g. www.nelincs.gov.uk) to the actual computer
address.
Homepage
The first page users view when visiting a WWW site. It is the entry point to the site and
directs users to other information held on that site.
Host
A device such as a PC or fileserver that is connected to our network.
IP Addressing
Internet Protocol Addressing. The scheme by which each network device is identified.
Each PC has a unique IP address that is either fixed in the PC’s software or is
dynamically allocated by the server at the time of logging on.
47
Corporate Information Systems/Information Technology Strategy and Plan 2000/2001
APPENDIX B
ISDN
Integrated Services Digital Network. A technology used to connect small offices to the
Wide Area Network. This technology is low speed and low cost.
Latency
The time delay between data being received and forwarded by an item of equipment.
Remote Access
A facility to allow PC’s located away from the office to be connected to the councils Wide
Area Network (WAN). Used for connecting an officer’s PC at home or small sites with a
single PC.
Routers
A device that connects two local area networks. Routers are similar to bridges but
provide additional functionality, such as the ability to filter messages and forward them to
different buildings based on various criteria, e.g. distance, cost, resilience.
Switches
A device that increases performance of a local area network. This is achieved by
segmenting a large local area network into smaller and more manageable networks.
Traffic
The data that passes over the network.
Video Conferencing
Conducting a conference between two or more participants at different sites by using the
wide area network to transmit audio and video data. For example, a point-to-point (twoperson) video conferencing system works much like a video telephone. Each participant
has a video camera, microphone, and speakers mounted on his or her computer. As the
two participants speak to one another, their voices are carried over the network and
delivered to the other's speakers, and whatever images appear in front of the video
camera appear in a window on the other participant's monitor.
WINS (Windows Internet Name Server)
Converts user friendly computer name (e.g. Fred’s Computer) to the actual computer
address.
XDSL
Collective term for all types of digital subscriber lines, which are a method of utilising
cheap telephone grade circuits to pass high speed data communication traffic over
short-medium distances without the need for expensive networking.
48