Contact Centre Project What Contact Centre will look like

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ContactCentre ProjectWhat Contact Centre will
look like
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SAP from paper to electronic delivery
Mary Hammond SAP Social Services Project
Manager Andy Moll - eGovernment Strategy Manager
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Session structure

• What do you want to know?
• What we did
• What it looks like
• What it takes
• Did we answer everything?

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MAP NORTH SOMERSET
Weston-Super-Mare
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GEOGRAPHY AND ORGANISATIONS

• SSD, NSC
• PCT, Acute
• CUBA
• Avon Gloucestershire Wiltshire Strategic Health
  Authority
• Southern Cluster

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EARLY WORK

• SAP Leads appointed across the Strategic Health
  Authority (generally an additional
  responsibility, no funding)
• Joint Efforts and Shared Work funding bid
  training manual SAP Pilot
• Summer 2003 I move from Team Manager to SAP job
  (part-time)
• SAP implementation date is April 2004
• Learning about
• The Domains areas to be covered in an
  assessment
• The Tools why isnt it called a form?
• The Accreditation Panel validation by Dept of
  Health of commercial tools/forms but DIY
  versions did not have to be accredited.
• Project Teams complex multi-agency committees

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INFORMATION, SUPPORT, ACCOUNTABILITY

• SAP WEBSITE LAID OUT WHAT WE HAD TO ACHIEVE (NOT
  WHO, HOW, WHAT WITH).
• SAP LEADS LOCALLY AND COLD CALLING
• SAP REFERENCE GROUP PRACTITIONERS
• OLDER PEOPLES STRATEGY GROUP MULTI-AGENCY
  MANAGERS

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MAKING THE DECISION

• Examining the tools, paperwork, talking to
  practitioners
• Feedback from pilot (sap on paper)
• Conclude that we need an I.T., Electronic tool
• Conference Oct 2003 senior managers invited
  presentations about sap and the IT jigsaw, how
  sap relates to national programme for IT
• Shared belief that paper wont work
• Acknowledge fears of I.T. It will take twice
  as long and be twice as expensive as predicted
• How can we get this to work?

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GETTING PEOPLE ON BOARD

• FINDING COMMON GROUND
• The I.T. revolution in health
• Freedom of Information
• Customer Relationship Management systems
• Workflow Management
• Information Management for reporting and planning
  
• Practitioner input to SWIFT
• Integrated Teams
• Single Point of Access
• NO MONEY NO TIME NO OFFICE SPACE

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NOMAD

• Office of Deputy Prime Minister project to test
  out mobile working.
• North Somerset testing mobile devices Andy Moll
  eGovt Strategy Manager coalition of interests
• Social Workers and OTs use mobile devices for
  assessments on home visits
• Enthusiasm of front line staff
• Demonstration and endorsement of Cambridgeshire
  Assessment Tool
• Conference Oct 2004 in North Somerset (speakers
  from DoH Change Agent Team Local Service
  Provider for Southern Cluster Strategic Health
  Authority

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PRACTICALITIES

• TRAINING Staff enthusiasm for joint working and
  for using I.T. (feel they wont be allowed to
  have equipment because of costs).
• SOME MANAGERS think their staff (the above) wont
  be able to cope with I.T.
• CODE OF CONNECTION Caldecott Guardians want to go
  ahead.
• NEED CLEAR STATEMENT FROM DoH to allay fears over
  confidentiality

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HOLDING IT TOGETHER

• Letting people know that others are keen
• Coping with delays when to produce a briefing
  paper and when to leave well alone
• Staged implementation as valid and realistic
• Changes of personnel and restructuring of
  organisations
• Keeping the long view

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WHAT WORKED FOR US

• Freeing up a member of staff to get on with it
• Accepting the risk of choosing an I.T. solution
• Accepting that the contingency plan would not
  be satisfactory
• Getting the right people working together
• Building on enthusiasm and success

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The RESULT

• Call comes into Care Connect
• Identified as requiring an assessment
• Contact details recorded in new form and sent to
  area team
• Social worker / OT makes visit and completes
  assessment
• Urgent connected after visit in car
• Rest when next in office/home or slow time while
  travelling to next visit
• Stored with access to all office staff and known
  and identified PCT staff

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The process

• How it looks

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What supports this?

• Built upon Nomad Mobile Office

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Mobile Office - What you see.

• Outlook 2003
• Office apps Word Excel PowerPoint
• Internet
• Intranet
• Offline folders
• Connectivity available - too many ?

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Communications Options

• Nomad devices provide us with up to eight
  different communications methods
• LAN (Local Area Network) i.e. in Council Offices
• WiFi Private i.e. in Council Offices, at HOME
• WiFi Public (in hotels, MacDonalds, Starbucks
  etc)
• Broadband
• 3G
• ISDN
• SecureDial
• GPRS

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Communications Options

• A good analogy is to compare the connection
  types to roads. First lets consider vehicles
  using our roads
• Outlook with 50 new emails none of which have
  large attachments a mini
• Outlook with 100 new emails 10 of which have
  large attachments a 7 ton lorry
• 20 mb file 32 ton truck
• Surfing the intranet or the intranet mini
• Access to SWIFT online 7 ton lorry

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(No Transcript)
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Communications Options

• Nomad devices provide us with up to eight
  different communications methods
• LAN (Local Area Network) i.e. in Council Offices
• WiFi Private i.e. in Council Offices, at HOME
• WiFi Public (in hotels, MacDonalds, Starbucks
  etc)
• Broadband
• 3G
• ISDN
• SecureDial
• GPRS

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Mobile Office - What you dont see.

• Strong two factor authentication
• Disk encryption
• Personal firewall Loading of Unapproved
  Software
• Virus updates
• Patch updates

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What supports this?

• Built upon Nomad Mobile Office
• In addition user application SAP e-form
• Web server with all of the assessments and audit
  history in NSC computer room
• Access via browser in office or over fast link,
  PCT or Broadband at home
• Out of office, slow or no communications
• Web server with SOME of the assessments as well
  as browser to access on device

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Where are the Efficiencies to be found?
Complexity / investment
Air - Share
Wi Max
Social care assessment
Web based access to social care systems
Wireless streets
Mobile Regulatory Services
Benefits claims
Building services
Housing Repairs
ASBO mobile teams
Street wardens
Member services
Vehicle tracking
Home broadband
Street scene Parking
H S Inspections
Digital pens
Secure dialup
Level of savings
Source Nomad Project 2005
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Return on Investment?

• Looking at the results from the pre-POC versus
  the post-POC evaluations it would seem that
  overall the tablets save us time!
• Visits increase from 2 to 2.3
• Mileage decreased from 18.6 to 13.8 miles per day

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Return on Investment?

• Looking at the results from the pre-POC versus
  the post-POC evaluations it would seem that
  overall the tablets save us time!
• Visits increase from 2 to 2.3
• Mileage decreased from 18.6 to 13.8 miles per day

Health Warning This is not yet validated and has
not been measured with using e-form
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Users comments

• As you know, I would not be without my machine as
  it just makes my job so much easier and quicker.
  It saves me so much time not having to go to the
  office to do stuff, especially now that we can
  order equipment online too. And if I have spare
  time in between visits it can be used
  productively to check mail etc..

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Users comments

• I'm sure I don't know half the capabilities of
  this little beauty, but I expect a long
  relationship!

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Users comments

• Actually Ive got to say that all that
  trepidation I experienced prior to my picking up
  my mobile device appears to have been rather ill
  founded, as I am now using my machine rather
  proficiently (on a basic level I might add), both
  inside and out of the office.

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Users comments

• I have been able to ditch the diary and use the
  electronic calendar rather than continue to
  duplicate entries. Using this for booking
  meetings and supervisions has made a painful task
  quite easy. Using the task list and reminders is
  useful tho' I don't feel I have fully mastered
  this yet.

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Users comments

• I am working more out of hours from home to catch
  up with admin tasks (organising emails,
  documents) which I don't always get the
  opportunity to do during work time.

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Review
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Open Forum