ICT

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ICT

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Service standards We aim to provide a high quality Information and Communications Technology (ICT) service and have defined standards for the service you can expect to receive.

We will:

  • Provide a secure, highly performing information and communications infrastructure to support the systems the Council uses to supply services to the community
  • Ensure the infrastructure is developed and improved in order to meet the Council's requirements in the future
  • Ensure the Council achieves best value from its ICT investment through the appropriate use of both in house staff and external suppliers
  • Manage external ICT suppliers to ensure they meet their contractual obligations
  • Provide a courteous, responsive help desk to fix any service problems within the times shown below
  • Provide advice and guidance on the transformation of services using new technologies

ICT service standards cover

Incident resolution (help desk calls)

  • We will resolve 90 per cent of critical priority incidents within 2 hours.
  • We will resolve 80 per cent of urgent priority incidents within 1 working day.
  • We will resolve 80 per cent of medium priority incidents within 5 working days.
  • We will resolve low priority incidents within 10 working days.

Availability of key systems

  • The network will be available 98 per cent of the time between 8-6pm Mon - Fri.
  • The EDM system will be available 99 per cent of the time between 8-6pm Mon - Fri.
  • The CRM and Macfarlane systems will be available 99 per cent of the time between 8-6pm Mon - Fri.
  • The email system will be available 99 per cent of the time between 8-6pm Mon - Fri.
  • The Council website will be available 98 per cent of the time (24 x 7).
  • The Intranet will be available 98 per cent of the time 8-6pm Mon - Fri.

Changes to the Council Land and Property Gazetteer

  • We will process 95 per cent of amendments and additions within 30 minutes.