Information Services
Information Services Manager
Information Services is a wide-ranging department within the Resources Directorate. The department provides services to both internal and external customers. The department has a strong partnership ethos and works with partners within Wiltshire, across the South-West and nationally to the benefit of its customers.
The Information Services Manager is responsible for the Council's Transformation Programme. She manages the programme board and steering group. A key part of the Transformation Programme are the business reviews. These reviews are charged with creating lean, modern and efficient service departments. The reviews undertaken to date have resulted in significant savings to the Council.
Information Services is organised into the following sections:
IS Technology Support
The responsibilities of this section relate to the provision and maintenance of the Council's ICT (Information Communications Technology) infrastructure. It is responsible for the voice and data network, including the servers. A key area of responsibility relates to ensuring that the Council's infrastructure is secure and that, in the event of an emergency incident, the Council can continue to provide the necessary services using ICT. The section provides desktop hardware and software to all officers and Members. It manages a Support Desk to handle all requests for advice, assistance and service.
Procurement
This section provides procurement services for the Council. It works closely with partner agencies in order to achieve value for money in all procurements undertaken. It provides advice and guidance on the best procurement routes for specific goods and services. The procurement team lead on Wiltshire Customer First Partnership Projects such as stationery and fuel, there by achieving savings not just for Kennet but for other Wiltshire authorities.
Details of contracts and opportunities for doing business with the Council can be seen on the Procurement section of the web site.
Business Unit
The section is responsible for the provision and maintenance of the Council's software applications, both those written by the in-house team and packages sourced from suppliers. The section has a team of web developers who are responsible for the development and maintenance of the Council's web site. They create the templates and maintain the Council's brand and style. Individual departments are responsible for the content shown on each of the pages. The team undertake research and development into new technologies on behalf of the Council in order to ensure that the Council remains up to date.
Customer Services
This section provides the first point of contact for all Council enquires. The Council's Contact Centre has been in place for over 2 years and handles in excess of 158,000 phone calls every year. In over 90% of cases the Contact Centre resolves the reason for the call while the customer is on the phone.
The Council has recently redeveloped the Reception area of the Browfort building. This is now a bright and friendly place in which to do business with the Council. The Reception and Advice Team deal with in excess of 25,000 customers a year, once again over 90% of these are dealt with while the customer is there.
CRM & Support Team
This is a newly created team who are responsible for the development and full exploitation of the Council's customer relationship management system. They work closely with Customer Services, service departments and the Transformation team to develop scripts that can be used by Customer Services to provide the best possible service to customers.
In addition, this team are responsible for providing a support and training service to Members. They develop and run training courses that enable Members to use the Council's ICT systems to support them in their roles as Council Members.
The team manage the Department's quality management system and ensure compliance with ISO9001:2000 accreditation