The main network outage during the year related to one incident was a failure of the fire suppression Digital system in the Datacentre on 15th & April 2016. The unavailability of the Data Centre and the services it hosts caused a county wide outage of core 99.96% Access network and Infrastructure services 99.90% Same n/a GREEN affecting the majority of applications and directorates. The notable exception was that general Mitel Customer Telephony services were available throughout. The subsequent Major Incident Report identified the root causes and actions have now taken place to prevent a similar failure. 98.05% The amount collected equates to an 97.51% additional £6m from 2016/17. Better n/a GREEN 97.45% The amount collected equates an 97.31% additional £18m from the previous Better n/a GREEN year. Processing times for the year are 11.45 again better than target. With further 13.00 Better n/a options available on line in 2017/18 GREEN performance should continue to improve for residents. 61% Increasing library satisfaction and identifying sustainable service 50% (National delivery models has been prioritised (Residents Survey 75% n/a Average 2016, for 2017/18. 2016) RED LGA) RED Following annual residents survey the Council agreed to review how it 49% communicates and engages with Cornwall (Residents n/a specific – 60% residents and stakeholders. A Survey 2016) RED to Cornwall Communications Strategy is now in place and will be implemented in 2017/18
Customer Access & Digital Same 99.90% 99.96% GREEN n/a The main network outage during the year related to one incident was a failure of the fire suppression system in the Datacentre on 15th April 2016. The unavailability of the Data Centre and the services it hosts caused a county wide outage of core network and Infrastructure services affecting the majority of applications and directorates. The notable exception was that general Mitel Telephony services were available throughout. The subsequent Major Incident Report identified the root causes and actions have now taken place to prevent a similar failure. Better 97.51% 98.05% GREEN n/a The amount collected equates to an additional £6m from 2016/17. Better 97.31% 97.45% GREEN n/a The amount collected equates an additional £18m from the previous year. Better 13.00 11.45 GREEN n/a Processing times for the year are again better than target. With further options available on line in 2017/18 performance should continue to improve for residents. (Residents Survey 2016) n/a 75% 50% RED 61% (National Average 2016, LGA) RED Increasing library satisfaction and identifying sustainable service delivery models has been prioritised for 2017/18. Cornwall (Residents Survey 2016) 60% 49% RED n/a – specific to Cornwall Following annual residents survey the Council agreed to review how it communicates and engages with residents and stakeholders. A Communications Strategy is now in place and will be implemented in 2017/18
cpr-service-performance-q4.docx