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Outcome 1: Brilliant Basics

Transforming our technology platform

At the core of our strategy is a commitment to a stable, secure, and well-supported technology platform. While we've made significant strides in modernising our technology, standing still means falling behind. Our network, in particular, needs focused investment to meet the growing demands of our organisation.

Enhancing our digital services

We're set to transform our shared Digital, Information, and Technology Service into a model of responsiveness and user-friendliness. This begins with evaluating our current support services, refining device support, and addressing challenges with our existing device models. By collaborating closely with our users, we'll identify and implement key improvements in both technical support and our technology offerings.

Proactive and expert support

Leveraging our in-house expertise, we're committed to not just reacting to technical issues but proactively ensuring regular updates and maintenance. We'll invest in the training and development of our IT support team, enhancing their communication and problem-solving skills. Our equipment upgrade and procurement plans will be executed with precision, ensuring our technological infrastructure not only meets but exceeds user expectations.

Our actions

  • To deliver a stable, secure and supported technology environment to underpin the delivery of high-quality services across the City of London Corporation.
  • To continually review and improve our support services to ensure that they are high quality, personalised services, which meet the needs of our service users.
  • To refresh our network to enable world class connectivity across all City of London Corporation buildings, with coverage and speeds to support the needs of each site.
  • To update our end user devices to ensure that they support a variety of different roles and worker styles across our staff and members.
  • To continue our cloud first approach, reducing the complexity of our technology and improving resilience.
  • To work with our service users to drive self-service, improve processes and automate non-complex requests, delivering quicker and more responsible technology support.

Performance measures

  • User satisfaction rate: the percentage of users who rate their experience with DITS as satisfactory or above.
  • First contact resolution rate: the percentage of IT support requests that are resolved at the first point of contact, without the need for escalation or further intervention.
  • Average resolution time: the average time it takes to resolve an IT support request from the moment it is logged to the moment it is closed.
  • Service availability: the percentage of time that the core IT services and systems are operational and accessible to the users.
  • Incident frequency: the number of IT incidents or disruptions that occur within a given period of time.
  • Incident impact: the severity and duration of the impact of IT incidents or disruptions on the users and the organisation
  • Successful delivery of the Future Network Programme, refreshing the network capabilities at all City of London Corporation sites.