Person responsible for managing the assessment

Contract Service Manager

Name and brief description of the service / policy to be assessed

Steria ICT Managed Service

The delivery of the Steria ICT Managed Service to the Council. Providing end to end IT services combining functional and technical expertise to align information systems with strategic objectives and run, maintain and support Council employees, council hardware and software and network infrastructure in line with contractual Service Level Agreements and Key performance Indicators.

Objectives of the service/policy to be assessed

The Steria ICT Managed Service team objectives are:

·         Develops processes and technologies

·         Provision of desktop services as identified in the ICT Managed Service Report.

·         Provision of application support as identified in the ICT Managed Service Report.

·         Provision of network and voice services as identified in the ICT Managed Service Report.

·         To provide a service that adheres to all Service Level Agreements and Key Performance Indicators in a timely and satisfactory manner.

·         Liaison with Third parties.

·         Provision and Implementation of Project Services.

·         Working in partnership with the Council to provide long term relationships promoting trust and value for money.

·         Business Process Reengineering and realisation of benefits.

·         Disaster Recovery and Contingency Planning.

·         Technical Expertise Help and Advice

·         Provision of sufficient qualified and experienced staff/resource to ensure a high standard of service provision.

·         Provision of documentation in relation to operation and performance of services.

·         Web support provision in line with the web support officers proposal.

Baseline/monitoring data 2006/07

All Council employees, Council Members and Third Parties who require the services of Steria, the Council’s ICT Managed Service provider. 

Service/policy outcome evaluation

Addressed via:

• Internal liaison such as Customer Meetings
• Staff & Member satisfaction surveys
• Complaints monitoring and action
• Service Review Meetings
• Scrutiny and Regeneration Board attendance.
• ICT Strategy Board attendance.
• Home calls
• Production of monthly Service Report.

List of main stakeholders/beneficiaries

• Members
• Council Employees
• Steria Employees
• Capita
• Horizon Leisure Trust
• Other local authorities (HCC etc.)
• Third Party suppliers

How representative is the ‘stakeholder’ list above?

100%

Who benefits from the service/policy?

All the above.

In what area are there concerns that the policy could have a differential impact

Race

Disability

Gender

Age

Religious beliefs

Sexual Orientation

Please explain for each of the target equality groups, but in particular race, disability and gender:

Areas of concern that the service/policy could have a differential impact  

Race – communication of decision making in different languages and enabling input from all areas of the workforce. Perception/reality of being singled out for different attention.

Disability - access to meetings and documentation e.g. large print fonts, physical access to Civic Offices, audio and visual aids at meetings.

Gender – equal opportunity

Age – equal opportunity

Religious Beliefs – perception/reality of being singled out for attention.

Sexual Orientation – equal opportunity

Differential impact

Lack of access to services.

Communicating in variety of ways to maximise impact and promote service.

Lack of publicity in native language.

Reasons for any differential impact

Poor communication at organisation level.

Not able to attend meetings or not realising a meeting is being held.

Are there any barriers to opportunities or access for some groups?

Potential for cultural and language barriers.

Expectations of service.

Potential confusion between the ICT Service provider (Steria) and the Council ICT Team.

Complaints data

No complaints have been received on equality issues.

Are there disadvantages caused by discrimination?

Inadequate awareness of service available and the requirements and scope of the service.

Are there opportunities to better promote service/policy inclusion?

Through partnership working.

Promotion via Council newsletters, Intranet, Steria I-site. Open days.

Have you undertaken any consultation?

None taken.

Consultation outcomes

None directly affecting equalities.

Assessment conclusion

The service is not considered to be discriminatory.  It is an internal service that mainly supports Council officers, employees and Members.

The publicity of the service could be increased.

Customer satisfaction surveys must include references to equalities.

Monitoring timetable

To be reviewed through internal team meetings and through customer service review meetings and customer feedback questionnaires.

Please ensure that you have provided as much evidence as possible to support the responses you have given.

Additional Comments

Signed:  Contract Service Manager                                                  (Completing Officer)

Signed: Head of Finance                                                                 (Head of Service)

Date:  3 July 2007