Update from ICT

With large numbers of staff now working from home in response to the Coronavirus outbreak, here are some of the steps ICT are taking to help people operate remotely.

ICT equipment is being configured for home use and devices allocated to key workers as identified by their Heads of Service.

This involves:

• Supplying laptops and small form PCs

• Distributing Aruba devices

• Installing Microsoft teams for staff who do not yet have Office 365 to enable chat and video conferencing

• Giving small form Pcs access to the Council’s Virtual Private Network (VPN)

• Allowing some Council Android devices access to social networks such as Instagram, What's App, Facebook and Twitter. 

VPN Issues

When working at home, it might be the case that websites such as the BBC are working normally, but VPN access is slow. This is because some internet service providers (ISP) restrict VPN connections as they do not like people using broadband for business rather than domestic use without paying additional charges. If there are issues with internet speed, you can check if your internet provider is experiencing problems by using Down Detector: https://downdetector.co.uk/ 

The Council’s VPN is working correctly and our servers show no increase in traffic. Slow internet is a problem affecting the whole national infrastructure and the ICT department has carried out testing that shows ISPs are slowing down work-related traffic. Unfortunately, there is nothing we can do to resolve this.

However, If your Internet provider is limiting speeds on home broadband VPN connections and you have one of these Aruba RAP devices, try plugging it in to your broadband to see if you can get connected. This might provide a better connection.

We are working with ICT colleagues in other Welsh councils also experiencing issues with poor connections for home working. We understand from a number of ISPs including Virgin Media and BT that they are experiencing performance issues in parts of Cardiff and other areas in Wales. Neath and Cardiff councils are facing similar challenges to us with their Auto VPN and Virgin Media have reported issues with the Newport and Whitchurch exchanges.

It is clear the national infrastructure is under huge strain as UK workers switch to mobile working en masse. BT, who provide infrastructure to a number of ISPs, have seen a huge increase in broadband demand and have stated that, where necessary, domestic capacity may be redirected to the emergency services if necessary. Not forgetting that the quality of work from home connections can vary greatly from service provider to service provider and from area to area.

Mobile phone networks are also seeing a tremendous increase in demand which is also impacting home working. Again, capacity will be directed to emergency services if necessary. With agreement of their line manager, staff could consider staggering their work outside of peak times where demand on the public internet will be lower. Remote working connections will also be slowed down if other users in the household are using the same connection to stream films or play computer games online.

If your connection is running slowly, here some questions you might want to consider: 

• How many users / devices are connected to your home wireless? 

• Who is your service provider and what is your internet speed (this is usually very different to what the manufacturers say they provide)? 

• Are your children streaming Netflix, Xbox, etc? 

• If you disconnect all users from your home wireless and try again, does it improve the service?

Self-Isolation 

If you have recently completed a period of self-isolation or exhibited any virus symptoms, please ensure all equipment is thoroughly cleaned and that the Service Desk is aware of this before dropping any device off.

Ongoing work

We are working with our service providers and partners to explore ways to address internet issues which are having a knock-on effect on Vale remote connections. 

We understand you rely on the ICT infrastructure to function effectively and are exploring every avenue to improve performance.