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Brent, Lewisham and Southwark IT Committee - Tuesday, 25th November, 2025 6.00 pm
November 25, 2025 View on council website Watch video of meeting Read transcript (Professional subscription required)Summary
The Brent, Lewisham and Southwark IT Committee is scheduled to meet on 25 November 2025 to discuss updates from the Shared Technology Service, including performance, risks, and the future of the partnership. Of particular note is Southwark's intention to withdraw from the Shared Technology Service (STS). The meeting will also cover cyber security and a technology roadmap for the coming years.
Southwark's Exit from the Shared Technology Service
The committee will note Southwark Council's intention to leave the partnership. According to the Public reports pack, the rationale for this decision is:
linked to a wider recommissioning exercise and an overall reduction of STS services over time. Southwark has a broader plan to bring together IT, Digital, and Resident Experience into a single combined function. Alongside this, the council is also facing significant financial pressures as a result of the Local Government Fair Funding Review and is seeking opportunities to consolidate and reduce its spending.
The report pack states that a transition team will be established to develop a plan addressing TUPE1 implications, contract changes, and the transfer of documentation and security protocols. The withdrawal is intended to be gradual to minimise disruption.
Shared Technology Service Update
The committee will receive an update on the STS, as detailed in the Public reports pack. This will include:
- Service Level Performance: An overview of service level agreement (SLA) performance between June and September 2025, including improvements in resolving priority 3 incidents and maintaining priority 4 service request levels.
- Call Volumes: A discussion of the decline in open calls to the STS, attributed to infrastructure improvements and management of older tickets.
- Demand for Services: An overview of the growing demand for STS services, with the number of supported users increasing from 10,500 in 2020 to 12,693 in 2025.
- Major Incidents: A report on the sixteen priority 1 incidents related to STS infrastructure during the reporting period, an increase from the previous period.
- Onsite Support: An overview of onsite support services at the Brent Civic Centre, Lewisham Laurence House, and Southwark Tooley Street, including visitor statistics and average wait times.
- User Satisfaction: Results from the Customer Satisfaction (CSAT) survey, which replaced the Net Promoter Score (NPS) system, with an average score of 4.7 out of 5.
- Continuous Service Improvement: Updates on change process improvements and Hornbill2 redesign for other council services.
Technology Roadmap 2025-27
The committee will discuss the technology roadmap projects planned and in progress. Key projects include:
- Laptop Replacements: Updates on the laptop replacement programmes in Southwark and Lewisham, following completion in Brent.
- Email Hygiene: Implementation of email security measures.
- Patch Management: Improvements to patch management for infrastructure and endpoints.
- Zero Trust Network Access: Implementation of Zero Trust Network Access3, starting with VPN and web filtering.
- Windows Server Refresh: Upgrades to Windows Server 2016.
- SharePoint Migration: Migration of Brent's SharePoint.
- MFD Printer Replacement: Replacement of multi-function device (MFD) printers.
- Service Management Tooling: Replacement of ITSM4 tooling.
Council Updates
The committee will receive digital updates from each of the three councils:
- Brent: Details of Brent's digital programme, including connectivity targets, digital inclusion initiatives, and system upgrades.
- Lewisham: An overview of Lewisham's digital initiatives, including the launch of new customer portals and progress on projects such as the Windows 11 upgrade and waste management system.
- Southwark: An update on Southwark's digital transformation, including improvements to the partnership with STS, infrastructure expansion, cybersecurity measures, and data modernisation efforts.
Other Items
- Cyber Security Update: The committee will receive an update on the cyber security status, threats, and mitigations related to the Shared Technology Services. Due to the sensitive nature of the information, the press and public may be excluded from this part of the meeting.
- Inter Authority Agreement (IAA): The committee will note minor revisions to the Inter Authority Agreement.
- Procurement Updates: The committee will discuss the new Procurement Act, category strategies for digital and IT, governance and category ownership, and continuous improvement and risk management.
- Audits: The committee will discuss the progress of audits, including the Southwark Backup and Restoration Review and the Brent Assurance Mapping Workshop.
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TUPE stands for Transfer of Undertakings (Protection of Employment) regulations. It protects employees' terms and conditions of employment when a business is transferred to a new owner. ↩
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Hornbill is a service management platform used by organisations to manage IT support, customer service, and other business processes. ↩
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Zero Trust Network Access (ZTNA) is a security framework that requires all users, whether inside or outside the organisation's network, to be authenticated, authorised, and continuously validated before being granted access to applications and data. ↩
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IT service management (ITSM) refers to the entirety of activities – directed by policies, organised and structured in processes and supporting procedures – that are performed by an organisation to plan, design, deliver, operate and control information technology (IT) services offered to customers. ↩
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