The project issues
The Council had achieved a Good CPA rating, and was aware that an improvement in ICT Services was, probably, necessary in the achievement of an Excellent rating. It commissioned Socitm Consulting to undertake a strategic review of all aspects of the ICT Service and make recommendations on how it could be improved to more effectively support current and future strategic priorities, business processes and customer service delivery.

The Socitm Consulting solution
We undertook interviews with a cross-section of staff, both back-office and front-office, all ICT personnel, members of the Corporate Management Team and key Members to clarify and ensure consistency of views over the issues surrounding ICT services delivery.

We then produced a report which made a number of recommendations. These included: moving towards the procurement and implementation of market-leading database management applications, improvements in ICT processes, the introduction of a helpdesk methodology, production of statistical performance reports and changes in staffing culture.

The report’s strategic recommendations were approved by the Council’s Corporate Management Team and Members, whilst the tactical approach to implementation was revised in line with the announcement of the introduction of a Unitary Council for Cornwall by 2009.

The benefits to the client
By drawing on our expertise in ICT Services delivery best practice, we were able to advise the Council on how to strategically improve and integrate its ICT Services with its wider objectives. The resulting action plan will also help the Council align its systems and processes as part of its merger with neighbouring Councils.

Project identification
Client organisation: Penwith District Council
Client contact: Peter Rylett, Head of Corporate Services, peter.rylett@penwith.gov.uk, 01736 336849
Lead consultant: martin.green@socitm.gov.uk
Project no: 5508