Project briefing note to be completed by 16^th January 2009

Following review of the functionality of the NSG ICT system, the key requirements specified by the Information Manager fall into one of three categories:

The findings for each of the key requirements is as follows:

Functionality Already Available

Audit trail

An audit trail exists on the current system module but to utilise this fully all case information should be recorded, scanned and uploaded. It is only when users go outside the system, for example sending information by Outlook, that the audit trail is lost. To ensure that all information is captured on NSG, a guidance note stating roles and responsibilites should be produced for system users and Champions and accompanied with appropriate training for all officers who deal with FOI and DP cases.

Reports

Various reports are available and can be set as favourites for ease of use. Various types of reports can be produced and a new hierarchy for reporting will provide intelligence required - if the Information Manager advises what report type is required by breaking down the team/complaint type/officer etc (see breakdown of team/service section below)

Permission level

These are controlled by the system administrator. Permissions can be set at various levels and officer access can be restricted e.g. to prevent viewing of attached information etc.

Email alerts

This facility is available but in order to use it, cases must be assigned to an individual user rather than a generic mailbox as currently occurs. It should be noted that it is good practice to pro-actively use the Enterprise Dashboard on a regular basis rather than to wait for email alerts. The Enterprise Dashboard is the facility that allows you to view all cases and responsible officers-Refer to case management section below.

Appeals

Stage 2 appeals are already available for both FOI and DPA within this module of NSG

Breakdown by team/service/portfolio responsibility for all outstanding cases

Currently, cases are recorded only at (former) Portfolio level. On the 1^st March 2009 a scheduled plan of work will begin to update the system to reflect the new Business Unit structure. Once the update is completed, the Information Manager can determine how best to configure information to provide a breakdown by Business Unit/Team/Type of request etc. Any categories can be requested and broken down by several strands.

Date changing facility

The date changing facility exists insofar as the clock can be stopped when further information is required from the customer and for this purpose only. No other changes to the due dates are allowed in accordance with the legislative requirements for these cases.

Document housekeeping

Facility exists whereby the documentation can be saved directly to the system

Generic letter templates*

Standard letters are currently available however some housework is required with regards to the letters held here. Tagish has previously offered to build editable letters that could be used to include/exclude exemptions via a list of tick boxes. A cost may be incurred if this is to be included.

Library site to contain domain information

A topic list can be created for new cases which could potentially eliminate duplication and enable quick access to previously supplied information. This can be used retrospectively with old cases, however, would need to have a resource applied to go through existing cases.

*(Possible additional cost if require Tagish to build editable letters)

Functionality not currently available - to be raised at User Group

Document list order

Documents are listed alphabetically and the system does not have the functionality to change this to date order, although a workable solution has been adopted by the Have Your Say Team.

Functionality not currently available - Business Enquiry Required

Link to payments

NSG does provide an online integrated payment facility but this was not purchased by LCC as part of the package.

A more detailed explanation of each of the key requirements is at Appendix A

It can be seen from the above, that of the 12 key system requirements specified by the Information Manager, 10 (83%) are already available to LCC but are not currently used. One requirement can be addressed at the next User Group and only one requirement (Link to Payments) would require submission of a Business Enquiry with financial implications.

It is clear that the Information Manager and all users including champions would benefit from further training on the ICT NSG System to ensure that its functionality is fully utilised. The System Administrator would carry out the `system awareness' sessions at no cost to the authority. A likely consequence of more comprehensive training may be that current FOI and DPA processes and procedures are rationalised to become more effective.

In addition to the NSG functionality identified above, a Case Management Facility is also available but not currently used within LCC. The facility comprises of an on-screen `Dashboard' (see Appendix B) that highlights:

Use of the dashboard facility would provide an overview of all open cases and more robust monitoring to ensure timescales are achieved.

Specified Key Requirement

NSG Functionality status

Comments

Link to payment gateway, creating a sequential payment ref. number that could be recreated in NSG

Functionality not currently available - Business Enquiry Required

NSG is currently not linked to our payment gateway although an integrated On line payment facility is available. A Business Enquiry would be required to progress this request with probable cost implications. There are no figures available as to the number of fee-paying requests made during 2008 as a decision was made not to record this information. It is therefore not possible to assess the likely impact of such a facility and potential benefits to customers

Audit trail capabilities

Currently Available

An audit trail exists on the current system module but to utilise this fully all case information should be recorded, scanned and uploaded. It is only when users go outside the system, for example sending information by Outlook - that the audit trail is lost. To ensure that the audit trail is captured, a guidance note on processes to be followed should be produced for key staff and accompanied with appropriate training for officers who deal with FOI and DP cases who are not set up on the system.

Reports

Currently Available

Various reports are available and can be set as favourites for ease of use. New hierarchy for reporting will provide intelligence required (see breakdown of team/service section below)

Document Listing

Not available - User Group January 2009

Currently documents list alphabetically and the system does not have the functionality to change this to show date order. A best practice adopted in the HYS module is to start the name of the document with the date, for example, 10.12.2008 Response letter to Mr Smith. The Customer Feedback Manager and other complaints officers are attending a conference in January run by the supplier, Tageish where they will raise this as an issue.

Date changing facility

Currently Available

This function already exists to the system module, when further information is required from the customer, the clock can be stopped but for this purpose only. No other changes to the due dates are allowed in line with the legislative requirements for these cases.

System permission levels

Currently Available

These are controlled by the system administrator. Permissions can be set at various levels and officer access can be restricted e.g. to prevent viewing of attached information etc.

Housekeeping of relevant documents

Currently Available

Facility exists whereby the documentation can be saved directly to the system

Letter templates

Currently Available

Standard letters are currently available however some housework is required with regards to the letters held here. Tageish programmer Michael Hill offered on a previous visit to LCC to build editable letters that could be used to include/exclude exemptions via a list of tick boxes. A cost may be incurred if this is to be included.

Email alert on due dates

Currently Available

This facility is currently available but the system needs to be used correctly to ensure this occurs - to receive these, cases need to be allocated to a user rather than a generic mailbox.

It is good practice to pro-actively use the Enterprise Dashboard on a daily basis rather than to wait for email alerts.

Appeals

Currently Available

Stage 2 appeals are already available via the FOI module of NSG

Breakdown of team/Service/Business Unit/Type of complaint on outstanding case files

Currently Available

Currently, cases are recorded at (former) Portfolio level. There is a facility to record the nature of the request after it has been received, however, this is based on the HYS module and should be reviewed for FOI and DP cases. On the 1^st March 2009 a scheduled plan of work will begin to update the system to reflect the new Business Unit structure and the process owner can decide how they require breakdown from Business Unit/Team/Type of request etc - any categories can be requested and broken down by several strands

Public domain information

Currently Available

This facility already exists in the system. A topic list can be created for new cases which could potentially cut out duplication and enable quick access to previously supplied information; This can be used retrospectively with old cases, however, would need to have a resource applied to go through existing cases.