[ Cork City Council - Annual Report 2020 ]
• A programme of work is being undertaken to upgrade and migrate a number of business applications from infrastructure that is end of life. This involves 7 Business application across all Directorates and upgrading of 12 servers • Participation in EU projects that look to capture and measure energy efficiencies using technology solutions were supported and advanced during the year including the MiniStor project
office. Cork City Now, the council’s alerting and messaging application was enhanced with additional functionality and widely used. In 2020 almost 300 laptops were rolled out to staff. The rollout of additional laptops and support for remote working will continue in 2021. While 2020 was a challenging year, examples of how the city council rose to those challenges are shown throughout this annual report. The City Council will continue to work with the public to ensure consistency of standard in our service delivery and to respond to the needs of those we are here to serve.
Corporate Applications & Business Continuity
This team supports over 150 systems, 800 users with requirements being driven by internal business directorates, residents, and businesses of the city. Projects completed in 2020 included: • The Business Restart Grant and Restart Plus, required development from application through approval to final payment, to a compressed time schedule
Business Continuity
The development of a Business Impact Assessment (BIA) which prioritises ICT systems across all Business areas saw Directorates sign off on the Corporate assessment of its systems to aid contingency planning. The ICT Master Disaster Recovery plan is in draft status and estimated completion date is early 2021 subject to technical testing. A new backup solution was implemented in City Hall along with a re- configuration of the replication solution to CIX.
• Electronic Information Management boards for MEM was developed and trialled.
• On-line Booking and payments for Lifetime Lab was investigated
• Feasibility Studies were conducted for migration to Agresso Financial system and APAS Planning systems
Customer Service Unit
The Customer Service Unit (CSU) is the first point of contact to Cork City Council. In 2020, the CSU handled almost 160,000 phone calls. In 2020 ICT continued to expand the capabilities of a dedicated Customer Service Unit where 6 operators log all calls on the Microsoft CRM solution. The following was carried out in 2020:
• Power BI dashboard pilot carried out
• DEASP iHouse application implemented making Cork City Council the first Local Authority to go live
• New and updated IREG implemented
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