- Request
-
Under the Freedom of Information Act 2000 please can you supply the following information.
1) How many of the following end user devices does your ICT Department support:
a. Laptops
b. Desktops
c. Tablets
d. Mobile Phones
2) What is the average monthly number, based on a 6-month average, of Service Desk tickets raised in respect to:
a. Major Incidents
b. Standard Incidents
c. Service Requests
d. New Starters
e. Leavers
f. Change Requests
3) Please can you provide the definitions your ICT Department uses to define Incident Management with corresponding expected time to resolution.
4) Please can you detail what your ICT departments SLAs are in respect to:
a. Time to respond to initial incident notification.
b. Expected time for resolution in respect to all Incident prioritisation levels.
5) Based on the last 6 months what is the average percentage of incident resolution within agreed SLAs, for all Prioritisation Levels.
6) What is your SLA for the number of allowable incidents that have breached SLA?
7) Based on the last 6 months what is the average percentage of incidents that have breached SLA?
8) On average, over the last 6 months, how many Incidents/Services Requests have been re-opened due to the initial work either not fixing the issue or not meeting the requirement requested.
9) Do you implement a post Major Incident Management review process?
10) Do you implement a failed change post implementation review for all failed changes?
11) Based on the last 6 months data, what is average change implementation success rate, where a non-successful change is one that has needed to be backed out and/or has resulted in some degree of end user impact?
12) Please detail which of the 34 ITIL 4 practices your ICT Department undertakes as part of its routine service offering?
13) In the last 6 month how many procurement requests for ICT hardware and software have you received?
14) Please detail how many, and the nature of the, reports the ICT Department generate monthly. Please include the management level of the report audience.
15) What are the forms of ingress into your ICT Service Desk?
16) What are the percentage splits between the different ingress routes into the ICT Service Desk?
17) How many staff work in your ICT Department. Could you please split these numbers by roles, i.e. Management, Service Desk, Network Support, Server Support etc.
18) Do you undertake customer satisfaction surveys (CSAT)? If so, what is your average return rate, based on a 6-month average?
19) What is the ICT Departments monthly CSAT score?
- Decision
-
I can confirm that the information requested is held by Lincolnshire County Council. I have detailed below the information that is being released to you.
1) (from ADC Aug 23) = Active devices
a. (Hybrid & laptops) - 4690
b. 436
c. 117
d. (smart & non smart mobiles) – 3157
2) (March – Aug 2023)
a. 24.17
b. 1882
c. 2064
d. 104 *these are only starters that require IT
e. 62 *these are only leavers that required IT that have notified us
f. 109
3)
Priority
Definition
Priority 1
- An Application or Service with an Availability Category of
Platinum is unavailable
- Core network unavailable
- Reputational risk to organisation
- VIP affected
- Users affected exceed 50 (e.g. main LCC site)
- Data/Security Breach
- Virus/Malware Outbreak
- Where any of the above are associated with a Major
Incident they shall be treated as Priority 1 Incidents if the
Major Incident is caused by the default of the Service Provider
Priority 2
- An Application or Service with an Availability Category of
Gold is unavailable
- Users affected below 50 and not less than 30
- Retained Organisation and Service Provider downgrade a P1 in agreement.
- Users unable to work or performance is severely impacted.
Priority 3
- An Application or Service with an Availability Category of
Silver is unavailable
- Users affected below 30 and above 10
Priority 4
- An Application or Service with an Availability Category of
Bronze is unavailable
- Issues (whatever the Application or Service Availability Category) causing inconvenience, minor disruption or restricting performance
c. Non-urgent issues causing slight irritation but where workarounds are available.
Incident Priority
Incident Response Time
Incident Resolution Time
Priority 1
10 mins
2 hrs
Priority 2
10 mins
4 hrs
Priority 3
10 mins
28 hrs
Priority 4
10 mins
70 hrs
4) a. 10 mins for all priorities
b. P1 = 2hrs,
P2 = 4hrs,
P4 =70hrs
5) 94.43%
6) 7% for P3 & P4 INC
7) 5.57%
8) This information is not recorded.
9) Yes
10) No
11) (653 Changes submitted, 22 either rolled back or caused an INC = 3.37% = 96.63%
12) The contract with our existing IT Services contractor is based on ITIL V3. All V3 Processes are included.
13) Lincolnshire County Council does not hold this information
14) The IT Department does not produce monthly reports.
15) Self Service
Telephone
Email
Walk in
16)
INC
Serv Req
Self Service
31.98%
71.90%
Telephone
66.04%
15.72%
Email
0.43%
9.91%
Walkin
0.35%
2.48%
17) Please see the attached structure diagram
18) Yes – Ave of 116 responses, Ave of 7.05% response
19) INC Ave = 92.88%
Should you require the attachment mentioned above please contact customerinformationservice@lincolnshire.gov.uk with the below reference number and this can be provided.
- Reference number
- FOI 7842614
- Date request received
- 13/09/23
- Date of decision
- 02/10/23