The Joint IT Committee of Brent, Lewisham, and Southwark councils met virtually on Tuesday 19 March 2024 to discuss the performance and security of the Shared Technology Service (STS). The meeting agenda included updates on service performance, cyber security, and future technology roadmaps.

Shared Technology Service Update Report

The committee was scheduled to receive an update on the performance of the Shared Technology Service (STS) between November 2023 and February 2024. The report indicated progress in reducing the number of open operational calls and improving Service Level Agreement (SLA) performance for priority 3 and 4 incidents. Specific areas of focus included the upgrade of Wi-Fi at Laurence House in Lewisham, the migration of mobile services to O2 across all three boroughs, and the completion of the Private Cloud Project.

The report also detailed ongoing work on the development of next-generation laptops, including migration to the Office 365 Intune environment and the use of Autopilot for efficient deployment. Plans for a laptop refresh project were also outlined, with hardware specifications developed and ready for approval.

Updates were provided on various projects, including the completion of the Compute and Storage Infrastructure replacement with a Nutanix private cloud solution, and the upgrade of Wi-Fi networks in Lewisham, Southwark, and Brent. The migration of mobile phone estates to O2 was progressing, with Brent and Lewisham pilots completed. The upgrade of Windows 2012 servers was ongoing across the boroughs, and a new telephony and contact centre strategy was being developed.

The report also highlighted efforts to improve user experience, including feedback from a workshop and a positive Net Promoter Score (NPS) of 51.5%. Overall call statistics showed a slight decrease in logged tickets compared to the previous reporting period, despite an increase in the number of supported users.

Continuous service improvement initiatives were also detailed, including the implementation of an asset management system in Southwark, a trial 'quick log' facility in Brent, and improvements to the IT Change Management process. The report also outlined the top 10 risks identified for STS, with cyber security and data loss being prominent concerns. Progress on various audits across the three boroughs was also noted, alongside the technology roadmap for the coming years.

Shared Technology Service Cyber Security Update Report

A separate report was scheduled to provide an update on the cyber security status, threats, and mitigations related to the Shared Technology Services. This report was intended to be considered in a closed session due to its commercially sensitive nature. The agenda indicated that this update would cover the development of a new STS Cyber Security Strategy for 2021-2024, detailing plans to enhance capabilities in defending against, deterring, developing responses to, and reacting to cyber threats. Future plans for the STS Cyber Security Strategy were also to be outlined.

Future Meetings

The committee was also scheduled to note the provisional dates for future Joint Committee meetings during the 2024-25 Municipal Year, with meetings planned for July 2024, November 2024, and March 2025.