The creation of GTS gives us a unique opportunity to develop a professional multi-disciplined team from across Government. Working together, we will increase our understanding of our customer needs, improve our ability to deliver support that matches those needs in a robust and efficient way. We will identify where we can introduce new technologies and systems to support lasting reform across the Isle of Man’s public services, to achieve Government’s priorities. Over the last few months our focus has been on bringing together 113 people from across the whole of Government - into a single organisation. We are still in a period of discovery and discussion about what the services we now provide entail; what our customer commitments, what do they need and of course we have to get a grip on all the contract commitments and budgets that now support GTS.
We have already started to reap benefits and in this newsletter we have new sections on Health and Education, where we are coordinating staff and resources from across the whole organisation in support of major programmes of change. Changes that are much better resourced as a result of the consolidation. In short, we are now starting to direct our effort into areas that will deliver real benefits to areas that
Customer Satisfaction
Helpdesk Performance
94%
98.5% 86%
i2% from last month 2% above average
Last year, ISD launched a customer feedback process that begins at the completion of a call. So far, we have an average rating of 92%. We listen and learn so that we can improve the level of service we provide. Plans are underway to roll this out to all of our helpdesks.
answered calls
h0.5%
within 10secs
h8%
GTS has consolidated Helpdesks from central Government, Health, Social Care, Education, Infrastructure and General Registry. Since January, response times have increased by 12%.
are priorities for Isle of Man Government. We are standardising and improving our overall support models and we are also well on track to deliver £750,000 of annual savings by the end of this year.
“We are now starting to direct our effort into areas that will deliver real benefits to areas that are priorities for Isle of Man Government.” I hope you will find some areas of interest in this newsletter and as always we would be grateful to receive any feedback you have by email to TechnologyEnablementGroup.ISD @gov.im. Mark Lewin Director Government Technology Services
Service Performance
5/5 Supplier Performance against SLAs
100%
Platform support against SLAs
Incident monitoring enables us to see typical trends and identify solutions to cut-down or remove repeat problems; see where supplier consultation is needed and where to target or move towards providing self-help for our customers.
New internet browsers available to download now
As part of GTS’s strategy to enable customer choice where it does not add costs, risk or complexity, we have recently completed a review of the internet browsers available to Government employees. We are pleased to confirm the following information: GTS has made the two most popular Browsers available to ALL Government users.
Internet Explorer (IE) All staff already have an instance of this installed, IE8, IE9, IE10 or IE11. If you’re on one of the older versions, IE11 is now available for anyone to install from the ‘Software Catalogue’. If you have any issues with IE11, you will also find an Uninstall option which will revert you to the subsequent version. Please note that SharePoint is fully supported only in IE. Google Chrome Google Chrome v36 is now available for anyone to install from the ‘Software Catalogue’. We will be automatically installing Chrome to all Government users in the near future.
Firefox & Opera Firefox v28 and Opera v22 are available by request via the GTS Helpdesk. Safari This has been withdrawn as a Browser choice on Windows due to the security risk associated with no updates for over two years.
How to find the Software Catalogue: 1. Start menu 2. All Programs 3. Accessories 4. System Tools 5. Software Center [sic]
it easier to work remotely) and the latest news on our mobile working initiatives. Read more
Self Service Portal The self service portal provides you with the ability to unlock your account or reset your password without contacting the IT Helpdesk. Click here to access and bookmark now.
Enabling mobile working We now have over 100 BoardPad users (for secure paperless meetings using iPads), a new remote access portal, our new tokenless laptop solution (making
How to… set up your SharePoint MySite Last month saw the successful rollout of MySites on SharePoint 2010. If you haven’t yet transferred your documents to the new platform, it is very easy. There is a step by step guide on how to transfer your documents on your internet browser homepage. Got to the “My Newsfeed” tab. Simplified process for ordering equipment to be launched soon With the creation of GTS in April, a lot of our attention has been around orders that needed processing from day one. Now that we are through the first quarter, we are planning to automate and simplify this whole process by deploying purchase cards across our colleagues outside GTS for low value items. Read more
Update on the Planned Relocation of the Datacentre We are planning to move all of our internal hosting across to a second, third party, datacentre to achieve improved Disaster Recovery and facilitate the exit of St Andrews House – which will realise over £200,000 of annual rental costs for office space. Read more Online Service Developments We are striving for channel shift to smarter and more cost effective service delivery and online services is a key part of achieving this. Use of the new online forms engine continues to grow, providing fast new services without the need for developers; we have expanded online service payments to include Fixed Penalty Notices and plans are in place to improve the online work permits service.
Meet the GTS DEC-ICT team Time has now flown since the new combined Government Technology Services Education ICT team was formed back in April. The team is distributed and can be found in one of the 33 Primary Schools, 5 Secondary Schools, Isle of Man College, or GTS locations (Pulrose Youth Centre, St Andrews House and St Mary’s Court). Secondary schools still have a dedicated member of ICT staff resident as your first point of contact, but are also increasingly being supported by our mobile “field services” team. This ensures when staff are called to work on school-wide ICT initiatives, the availability of support within the school is always in place. Our “resident” team Ballakermeen Chris Shaw Castle Rushen Andy Dorman, Karen Davies IOM College Vince Pover, Mark Cain QEII Gary Jakeman, Chris Horton Ramsey Grammar David Rosseau, David Humphries St Ninian’s Danny Kneale, Andrew Otten
Our “mobile” team Martin Corris, Graham Mealin, Adam Warburton, Karl Millar Central Pulrose team Our central Pulrose team comprises; Andrew Patrick, Robb Ross, James Capelen and Janette Facey. Andrew Patrick We are based in Pulrose Youth and Community Centre, which is easily accessible with ample parking and remains our central location for Primary teaching staff to collect or drop-off equipment. Pulrose has also just been connected with the main GTS Helpdesk telephone system (known as ARC) ensuring that as our team work in different locations there is always someone to take your call when you dial 686081. Our ICT Helpdesk email address remains unchanged at icthelpdesk@sch.im. If you are calling after 5.30p.m. this number will direct automatically to the main GTS after hours helpdesk service, which can be used to report any major problems.
Janette Facey
Adam Warburton
James Capelen
Martin Corris
Meals on the move With the move towards more efficient and effective use of technology, over the next six months the school meals service is progressing towards cashless catering in order to provide a better service for the customer and value for money. The move involves issuing all Secondary school students with a service access card that can be pre-loaded with funds to purchase meals across all Secondary Schools and the College. It is controlled by a centralised database linked to a
series of electronic tills in each school. A simple scan of the cards at these tills will deduct the cost of your meal and no physical money changes hands. A quick, fast and efficient way of cutting down the length of queues at the till and time taken counting, checking and banking the cash. Even the menus are controlled centrally and can be updated daily along with real time stock control and even nutritional content, so that students on special diets can be catered for as well. Further down the line is the ability for
the school meal manager’s laptops to directly connect to the school and college supply chain, so that ordering and stock control can be better managed to save waste. All this change is driven by IT: new electronic tills, swipe cards, laptops for the school meal managers, databases and servers are all required to make this service seamless to the customer, provide a better user experience and drive down costs.
Computer Bus – Destination ICT SIXTEEN YEARS ON, the Island's unique 'computer bus' once again features state-of-the-art technology – thanks to a new set of computers installed on the bus earlier this month. The Apple iMacs are its fourth set of machines, replacing those fitted back in 2008. The latest iMacs are even thinner (in true Apple style) and feature fourthgeneration Intel quad-core i7 processors, powerful enough to run professional design, production and science applications. To take advantage of this power, for the first time on the computer bus the machines feature high-end professional applications such as Apple's Final Cut Pro X video editing program – aimed at raising the stakes in HD video production for the Island's secondary school students. The machines also feature 21.5 inch LED screens with IPS, and the remarkable wireless 'Magic Mouse' -
with a touch sensitive shell which combines the comfort of a mouse with all the control gestures available to Apple trackpad or iOS users. The machines introduce to schools the latest version of Apple's OSX 'Mavericks'. It is built on a UNIX foundation, offering reliability, efficiency, total security and by far the best user experience of any operating system. OSX has been first choice in Education for years, and now is rapidly gaining ground in enterprise thanks to the wildly successful adoption of iOS devices by business users (iPhones/iPads), a trend which is bound to accelerate following the recent agreement between Apple and IBM. Whilst the computers themselves were once again adapted for use on the bus by the 'computer bus man' (as teacher Alex Townsend is now known to generations of the Island's youngsters), the new software was put
together by GTS technician Adam Warburton. Adam has taken literally dozens of the software titles used in schools and set them up to work reliably on the bus and with the new OS - and in so doing paved the way for a similar deployment on literally thousands of devices in all of the Island's primary schools. All of this has been done to utilise 'Absolute Manage', allowing future upgrades to be deployed automatically without the need for onsite visits. The new machines and software have this week been put to the test by students at Ballakermeen High School, for HD video editing. Everything performed flawlessly – as expected given the care and attention which went into preparing the upgrade beforehand.
DEC moving to Outlook The Department of Education and Children has been running its own email and collaboration system called First Class since 2000. As part of the continuing move towards centralised services and to bring this within a sustainable support structure, we have been moving to Outlook (MS Exchange) email over the last few months. The Isle of Man College already had their own MS Exchange server on-site so they were the first to be transitioned to our hosted service last summer. Since May this year, once the capacity requirements for the total number of users on the new system were finalised, we began the move of the rest of the schools and central DEC users. To date we have transitioned twenty four schools, including the two largest Secondary schools and a number of central DEC staff too. This equates to over fourteen hundred mailboxes! With another ten schools/groups already
booked in to move in September we plan to have all email users moved by the October halfterm break. Thank you to the DEC Education Improvement Service team; Graham Kinrade, Alex Townsend and Julie Wilsdon who have been very busy for the last two months delivering training to each of the groups that have moved. Between GTS and DEC we have endeavoured to make the move from the old to the new as seamless as possible and for the end users there has been no noticeable disruption to service. As always, if anyone has any issues with their moved account or has questions regarding the new setup then we would welcome a ticket being raised with the GTS-DEC ICT HelpDesk ( mailto:icthelpdesk@sch.im ) so we can sort their problem or arrange further input from the DEC EIS team.
News roundup from around Education Combined ICT = lower costs…
We have been busy negotiating cost savings by bringing together ICT purchases. One of the first arrangements to be reviewed was Microsoft software licences. We are pleased to say considerable costs have been saved for both the Isle of Man College and Ballakermeen High School already with this initiative and will eventually lead to other benefits like MS Office 365 and discounts for students & educational staff. Other future initiatives may include software like; Adobe, Sibelius, Cubase etc… Please continue to speak with your local ICT contact or email icthelpdesk@sch.im if you have any ICT purchase needs. Most requests types will be provided from our PISAM catalogue. However a dedicated email has been setup at DEC-ICTPurchasing@doe.sch.im to ensure all ICT staff requesting equipment for Primary Schools, Secondary Schools and the IOM College can be brought together and accounted for.
of the image used on the Computer Bus! A check off system has been implemented via our asset management system – “WebHelpdesk” and all systems are go!
This system itself stores staff and students files, runs the school printers and other software packages for the school. It does not matter whether the school uses Apple or Microsoft technology. This change will mean that any member of staff or student will be able to log in at any school, the Isle of Man college or DEC building. Both staff and students will have access to their data from school or at home.
IOM College - Art department
The College has entered into a partnership with Douglas Corporation to provide new premises in the North Quay Market Hall for the Art department. A new degree programmes will be based in the Market Hall which will give the students the opportunity to expand their knowledge into the high tech world of 3D animation, design and printing. New high end computer systems will meet their needs to produce work to an industry standard. Manx Telecom will be facilitating the data link between the Market Hall, Central Services and the College The Market Hall location will afford the opportunity for students to interact with the local community and industry. Harry’s Café will still be part of the Market Hall and will provide students with hearty provisions.
The message for staff and students is that they must log off every day and make sure that the logoff process is complete as this will ensure their data is backed up.
Engineering in the William Kennish Building
The old water works building and grounds in Greenfield Road have been adopted into the Isle of Man College estate. Conversion into new facilities for the Colleges Engineering programme area nears completion for the new academic year starting in September. New workshops and CAD rooms will be equipped to facilitate the latest Computer aided design and Computer-aided manufacturing technology. A specialised Student work room is included as well as Wi-Fi access for students to bring their own devices to access on online resources via the internet.
MacBook replacements
The summer holidays are over, GTS, along-side DEC, have prepared new 11” MacBook Airs to replace Primary Schools oldest Apple MacBooks. With over 400 of these devices spread Island-wide, this was no mean feat. Adam Warburton of GTS, and Wendy Wright, DEC, have been working together to ensure the 6 year old laptops are replaced with the newly updated 11” MacBook Airs and reconditioned MacBook Pro’s. Incidentally the configuration used on the replacement devices is a revision
What are you working on and how can we help? Under the covers…(the technical detail)
The team have been working hard to ensure all Secondary schools now have the same design of Microsoft Windows Server technology running behind the scenes. It uses virtualisation system known as “Hyper-V”.
If you would like your project, team or service featured in a future newsletter, email paul.watson@gov.im
Technology update from Health and Social Care On the first of April, a new shared service was formed bringing together staff from ten separate areas providing a range of technology services and support across the whole of Government into a central team sitting inside the Cabinet Office. For DHSC, we have brought together the teams from the previous Department of Health, Department of Social Care, ISD and from other areas and aligned these into teams across six key areas – all working together in pursuit of these goals above. From a DHSC perspective I believe this will help us improve our focus on the Department which has some major programmes already underway and opportunities being developed.
Investment Programme As well as the day to day technology support and delivery of system projects that happens on a daily basis, in June Tynwald approved the capital spend of £3.2m in upgrading Medway – the core patient administration system at Nobles Hospital. What was presented to Tynwald was however a broader vision using Technology to improve the working lives of all our clinical and care staff, improve patient outcomes and deliver broader benefits to the Department as a whole. This vision is centred around two broad themes - firstly – Platforms – this theme focuses on “what” systems are in place to support the operations in DHSC and includes ensuring that all the systems we have at our disposal are operating at the latest versions using the full range of functions available as well as deploying new technologies in the pursuit of digitising as much as possible in the pursuit of patient care. The second theme which will tend to follow the first, Access deals with “how” this information is used and looks at joining this information up centred around the patient consent model and making the underlying systems information as accessible as possible both internally those directly responsible for patient care and
externally as well allowing the patient to take more control of their own information. Going forward we will be communicating much more about each initiative, what has been achieved and what is planned to those areas directly affected – but importantly we need your input right across the Department as well. If you see areas where technology is simply not working for you or if you
see an opportunity whereby a particular solution could help your working lives or the way we deliver patient care then we would be delighted to hear from you. A number of the things already underway have specifically come from comments and requests from staff across the organisation.
News roundup from around Health and Social Care Platform Stream Medway Approval from Tynwald and Department to proceed, project plan developed, resources allocated and first milestone reached – focus now on building new system and planning cutover in July / August 2015. EMIS Approval received from GPs for upgrade to existing system, public information exercise completed and data copied to new EMIS WEB. Focus now on training and cut-over in November 2014. RIO Social Care, Community Care and Mental Health system moved to new dedicated infrastructure to stabilise platform and prepare for product upgrade to version 6.24. Focus now on application upgrade in October / November 2014. Bighand Upgraded digital dictation system to improve reporting, allow mobile dictation and pilot automated transcription.
Focus now on piloting new functionality. E-Rostering Upgraded Allocate’s e-rostering system in readiness for deployment across Nobles. Focus now on deploying ward by ward from September 2014 onwards. Track & Trigger Formal requirements completed and Tender exercise underway for new system to improve early warning signs and patient monitoring across Nobles. Focus now on selecting supplier from shortlisted companies in readiness for pilot in 2015. Theatremann Historic data migrated and proposal received from supplier received to upgrade system to latest version including enhanced mobile and realtime reporting. Focus now on sign off on business case and deployment by January 2015.
Order Comms Proposals requested from both Sunquest and Medway to look at options for deploying into Acute. Next steps to look at options. Electronic Documents Early stages of initiating project to select system for a replacement for the majority of the information in the green files. Medicines Management Upgrading existing Ascribe pharmacy system almost complete and UAT underway. Proposal requested from supplier to take additional functionality including Electronic Medicines Management and Electronic Prescription Management functions. Neo-Natal Looking at possibility of deploying BadgerNet to move to specialist shared platform for
neo-natal care.
Access Stream EMIS Working on how patientaccess.co.uk will be offered to patients to manage their own information, book appointments, select repeat prescriptions and view medical history. Plan to be able to deploy in Q1 2015. EMIS will replace Manx Emergency Care Record with EMISWEB for MEDS in by end 2014 giving improved functionality and looking at pharmacy and A&E having access to the same core GP system.
Summary Care Record looking at options to provide an integrated summary care record as an extension to EMIS, Medway, Rio & Protocol Liquid Logic (and the Electronic Document store for Acute) which could be driven around patient consent, combining the information only when required. Aim to have proposal completed by end Q1 2015.
Smart Card / Session Access looking at ability to use “Virtual Desktop” solutions to move away from generic accounts to personalised accounts linked to smart cards allowing access into sessions in under 15 seconds. Target audience in Nobles where a limited number of devices are accessed by a large volume of people making it much easier to access relevant electronic information quickly.
Government Technology Services Structure
Mark Lewin Director Elaine Litherland until 30/9/14
Peter Clarke until 30/9/14
Business Systems & Customer Engagement
Enterprise Systems
Technology Delivery
IT Central Services
IT Service Delivery & Distributed Support
DEC Transition & Processes
Andy Williams
Kath Kermode
Nick Leece
Brian Osborn
Richard Oliphant
Andrew Patrick
Business & Enterprise Systems
Enterprise Infrastructure
Enablement & Delivery Graham Cain Andy Colgan Gordon Gledhill Stephen Butler
Jill Ruane Carol Pooley Anna Billington Andrew Smith Sammy Cattle
Lynn Macleod Andy Porter Charles Smith
Rosie Wood Paul Watson
Brett Cullen Bill Dunlop Brett Taylor John Espey Simon Bampton Nick Johnson Ian Caldwell Geoff Cowin Pat Reaney Kev Moonan Julie Brew Russ Hawke Alli Magee Alan Sandford Mark Douthwaite Steven Green
Juan Bridson David Collins Andrew Murray Iain Walker Carl Watson Jason Callister Braydie Grove Andrew Martin John Carpenter Shane O'Mahoney
Neil Gilbert Ruth Eastham
Customer Support Support & Maintenance
Chris Keyes Dave Knight Phil Dickson Neil Jones Francis Go Grant Morris Angus McMahon Steve Parker Simon Grayton Jason Poyzer Danny Robbins Matt Tee Stuart Watret Richard Weir Sue Kewley Alan Chambers
Paul Domingo Tana Wondergem Alex Maroney Richard Moore Laura Morgan Ean Radcliffe Nick Winstanley Rob Cain Kev Bailey Neil Corlett Orry Maddrell Chris Hussey Stuart Osborne Chris Rodger Mark Stoddart Michael Curtis Julie Dyson Rob Hughes Claire Hamer
Karl Millar Stacey Lacey Josephine Masson Wayne Knighton Amber Smethurst Andrew Watson Rebecca Collins Stephen Goodspeed Oliver Swindlehurst Shaun Montgomery Oliver Linton David Clucas Troy Parkin Mike Byrne Alan Stacey Brendan Byrne Paul King Stuart Cunningham Graham Mealin Emma Lynch Karen Barnett Teri Waddington Peter Cowell
Robb Ross James Capelen Jeanette Facey Adam Warburton Andy Williams Vince Pover Mark Cain Andy Dorman Karen Davies Gary Jakeman Chris Horton David Humphries David Rousseau Danny Kneale Andrew Otten Martin Corris Chris Shaw