The Brent, Lewisham and Southwark IT Committee was scheduled to meet on 8 July 2025, to discuss the performance of the Shared Technology Service (STS), and to receive an update on cyber security. The committee was also expected to confirm the appointment of a chair for the meeting and to approve the minutes of the previous meeting.

Here's a summary of the topics that were included in the agenda for discussion:

Shared Technology Service Update

The committee was scheduled to discuss a report providing an update on the STS. The report included a summary of key performance indicators for the service across all three councils.

The report noted that:

• SLA¹ performance for priority 3 (P3) operational incident issues had remained the same and priority 4 (P4) operational request calls SLA have been maintained at the same level compared with the previous reporting period.
• The STS had achieved the second lowest amount of open issues and requests for staff since the inception of the Shared Service, despite having the largest user base on record.
• A new Customer Experience survey to gain improved feedback on customer interactions was in place and that action was being taken on the feedback given.
• The Telephony Service Desk had been re-procured with tighter service levels which started on 1 April 2025.
• Recent Audit reviews had been positive, with the lowest amount of outstanding audit actions remaining.
• The new Procurement Act was in effect from February 2025.
• Laptop projects were underway for Brent and the Lewisham and Southwark business cases have been approved.
• A new 3rd party Security Operations Centre went live at the end of January 2025 for all three councils.
• A new vulnerability management tool was purchased for laptops to give better insights and automated deployment.
• Savings have been agreed for 2025/26, and discussions are underway in relation to further saving requirements in 2026/27.

The report also provided a breakdown of service level performance between March and May 2025, including statistics on:

• The volume of open calls within the STS operational queues.
• The number of aged tickets within the STS operational queues.
• The number of tickets logged into STS queues.
• Priority 1 (P1) major incidents.
• Priority 2 (P2) serious issues.
• Priority 3 (P3) general issues.
• Priority 4 (P4) service requests.
• Onsite support.
• Telephony support.
• User satisfaction.
• Overall call number statistics.

The report also detailed a number of service improvements that were underway, including:

• Expanding the rollout of a Teams chat service between the on-site team, executive office and the cabinet office in Lewisham.
• Enhancing QMinder support to manage on-site demand.
• Ensuring that a clear desk policy is enforced.
• Enhancing utilisation of build and storage areas.
• Providing an IT presence prior to full council meetings and AGMs.
• Providing an iPhones repair service with a third party SME².
• Acting on customer feedback within 48 hours where possible and regularly monitoring escalations within Hornbill.
• Improving SLAs.

The report also provided an update on continuous service improvement, risks, audits, the technology road map, and project updates.

Project updates included information on:

• The Future Laptop Windows 11 project, including the laptop refresh programme and biometrics.
• The Laptop Always On VPN.
• Network upgrades.
• Windows 2012 upgrades.

Procurement updates included information on:

• Governance and strategy.
• Social value.
• The tender for the provision of laptops for Southwark and Lewisham.
• Service Desk Telephone Support.
• Telecoms Expense Management Service.
• Vulnerability Management Tool – Qualys.
• Provision of Cybersecurity Solution – CrowdStrike.
• Provision of Web security Solution – Force Point.
• Provision of Cloud storage for LB of Southwark – Netapp.
• Netcall.
• Egress Secure email.
• F5 Microsoft Licences.
• Microsoft Unified Support.
• Hornbill Provision of Service Desk Platform.
• Provision of Ivanti (User Workspace Manager) Southwark.
• Ricoh UK Limited: Printing Services.
• Telecoms Expense Management Service Contract renewal.
• 8x8 telephony (back end).
• Microsoft Licences for Lewisham.
• Microsoft Licences for LGA.

Council updates from Brent, Lewisham and Southwark were also included in the report.

Shared Technology Service Cyber Security Update Report

The committee was also scheduled to discuss a report providing an update on the Cyber Security status, threats, and mitigations identified in relation to the STS.

Inter Authority Agreement

The committee was scheduled to note the changes to the Inter-Authority Agreement (IAA).