b'Our Internal Operating Environment andCritical Success Factors.Information Technology and Change In the area of customer service theManagementimplementation of standardised nationalPutting People First, the eGovernment Strategydescriptions for all services, currently ongoing as 20172020 and local factors such as the Countyspart of the National Service Catalogue, also has youthful population and the high number of the potential to ensure consistency in thecommuters in the County mean we must innovatemanagement of information on networks,to make it easier for people to interact with us.websites, CRMs and financial managementThis demands greater use of social media,systems, in turn making customer service more e-Payments, mobile apps and online efficient and access to information for self- consultative platforms.service easier. This standardised approachwill also facilitate the expansion of comparative Over the lifetime of the Plan the Council will:national performance indicators to measure our customer service. Customer Service - revise Customer Relationship Management (CRM) solutions to In this regard and in the context of the ongoingsupport self-service, e-payment and service replacement/revision of our CRM, a specificresponsessuite of metrics will be developed to measure our customer service. The Council are also researching Communications - implement a web-basedthe potential use of internal Service Levelconsultation solution and enhanceAgreements (SLAs) to set out and manage thecommunication related to planning, emergency respective customer service roles of eachand other services using multiple channels DepartmentGIS and Data Sharing- further explore use of Funding.GIS to identify challenges to services and planThere are a range of factors specific to Kildares services and infrastructure. Explore the funding position that are likely to affect ourpotentials for strategic data sharing incapacity to deliver services. It is the case that accordance with the Data Sharing andfunding from central government to this County is Governance Act 2019 lagging behind our ever-growing needs. Data Protection- comply with data protection 79% of our c60m rates income comes from 14% by ensuring privacy by design is built intoof our properties, which creates a financial risk to systems and continue to protect security of the Council due to a reliance on a small number of data and offer robust detection and large ratepayers. Analysis of the 2016 census data preventative measures to combat cybercrime. by AIRO has identified compelling challenges for our County. Kildare has a road network of over Robust Infrastructure - Continue to develop2,500km to maintain, which is heavily used by our IT wireless network which connect ourover 40,0000 people commuting from Kildare to forty-remote locations, to enhance resilience work in Dublin. Kildares rates income per head of and security and upgrade our connection to population is 11th in the national table. the Government network to ensure resilient and secure infrastructure to deploy cloud solutions. Deploy a new Storage Area Network (SAN) upgrade to provide on-premise solutionsto storing council electronic data in a secureand resilient fashion and provide enhanceddisaster recovery. Democratic Mandate- support our ElectedMembers through the provision of IT equipment, upgrading technology in ourCouncil Chamber, maintaining our Membersnet,developing systems to better manage representations. 34'