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