Preparing for Implementation

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Preparing for Implementation Keith
Paulin Customer Access Development Manager,
London Borough of Tower Hamlets keith.paulin_at_tower
hamlets.gov.uk 020 7364 3118
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Capture your processes

• Be clear whats in scope
• services, hours of operation
• Vangents BA team will assist
• Mind the gap between custom and practice
• and documented processes

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Engage with your back offices

• Overcome sceptics
• Weve always done it this way
• Confirm processes, contact details, rotas
• Involve external contractors
• Encourage process improvement
• E-mail handoffs

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Know your own business

• Call volumes
• incoming and outgoing
• Data transfer methods
• Telephony diverts
• User Acceptance Testing

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TUPE

• TUPE regulations
• 1981 and 2006 regulations
• Duty to inform and consult staff representatives
• Provide employee information for Vangent
• Pensions
• GAD certificate of comparability

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Essential paperwork

• Authority to Proceed
• Service Definition Process Sign Off
• Access Agreement
• Launch date