Digital_Strategy_Final_v1
Mission 4: Excellent, fit for purpose, digital support services
Mission parameters
Why? •
You need a good quality device that works, and the ability to connect it to access the services and software you need, so there are no delays to you doing your work. • When things do go wrong you need access to high quality customer focussed support services, so you have the confidence your issues and requests are being dealt with. You want a single point of contact for Digital Services that mirrors the business partner model HR and Finance use. •
This mission focuses on how our staff use digital services through the day - to - day interactions. Whether this is having a good quality laptop, connecting to the WIFI, using their own device, or visiting a tech bar to diagnose and resolve issues. Good basic services are directly linked to staff productivity and wellbeing. An in - house and locally based tech bar is crucial. The increasing virtual nature of the organisation means that the support services need to change and support multiple sites and satellite services hosted at other trusts. Collaborating with clinical staff is critical to providing good services and ensuring that issues can be resolved efficiently.
Mission success criteria
Priority
Within 2 years
Within 5 years
Provide a first - class support service that allows for self service where appropriate
- Service Desk Institute (SDI) 2 - star accreditation - Customer service excellence accreditation - Proposal for digital skills service agreed
- Service desk institute (SDI) 3 star accreditation - Customer service excellence, 5 compliance+ - Digital Skills implemented and delivering measurable benefit - 95% of devices managed through MDM/Intune - BYOD strategy implemented
Ensure that staff have modern reliable devices and equipment they need to do their jobs at any Christie site Improve engagement between Digital Services and the rest of the Trust
- Device funding approach agreed with finance - Log in times under 1 minute - Bring you own device (BYOD) strategy agreed - Windows 11 strategy agreed
- Develop a business partners model for Digital Services, with a named contact for each area
- Portfolio of evidence to demonstrate the success of the business partner model
Indicative Initiatives
Digital Maturity Measures (see p11)
Gartner IT Score
Service Desk Institute accreditation
•
Manage Performance
Customer service excellence
•
Apply Technology Leadership and Innovate
Digital skills
•
Engage Business Leadership & Stakeholders
EUC architecture
•
What Good Looks Like Framework
Windows 11
•
2.0 Ensure Smart Foundations
Business partners
•
Lead CCIO
Lead at Digital Board
Lead at Digital SMT
Mission 4
CCIO Nursing
Deputy Chief Operating Officer
Head of Service Delivery
(Table summarising the leadership matrix for this mission. See p21)
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Digital Strategy 2023 - 2028
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