Tower Hamlets Case Study copy

Tower Hamlets look to improve efficiency through innovative approach to IT management

IT can be something of a ‘dark art’ to a council’s management board, making measuring and managing it extremely complex.

We are transforming the way councils manage IT departments, and getting them to work for the business

Zena Cooke,

Corporate Director Resources

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Solution

Problem

Key Performance Indicators around ‘availability’ will be augmented by adding visibility into system performance from the end-user perspective. This is achieved by creating Quadnet Management Dashboards (QMDashboards), for the Council’s most important apps.

QMDashboards for Tower Hamlets are real-time, and augmented by Email Alerts of faults. Below is an example management dashboard, using mock data.

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Measuring an outsourcer, an IT department, or a supplier with the Key Performance Indicator (KPI) of ‘system availability’ is usually insufficient to improve or even to manage the usability of important business systems.

So how can you conquer the problem of poor KPIs?

Quadnet suggests that whether to castigate or congratulate, it is the end-user experience – of customers or staff – that has to be measured, and then can be used as a KPI.

Management information on IT that makes sense

QMDashboards gives finance-orientated leaders historical (month-on-month) visibility of whether productivity is being impeded by an app, and if so, at what cost to the business. Thereafter, the business case – the cost/benefit - for fixing can be considered.

For IT leaders, QMDashboards display historical app performance relative to its SLA, as well as showing trends and volumes of user connections – valuable information for allocating resources for fixing slow apps.

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Popular information

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0203 376 6760

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London E10 7QZ Reg. No : 05312755