GM CSU IT Service Desk Transformation Update: November

Since July, GM CSU IT has seen nine Service Desks serving eleven Greater Manchester CCG areas successfully moved from their old Locality bases and co-located in the GM CSU Headquarters at St James’s House, Salford. Following this, our time has been spent settling the desks into their new environment and beginning our period of Transformation activities designed to improve the capability, productivity, efficiency and resilience of the Service we provide. We have, as seen in our performance reports, already seen an increase in areas such as first time fix rate, and we expect that coming initiatives and activities will see further improvements in all areas.

What has already taken place?

Bomgar Remote Support Tool: After recognising the need to reduce licence overheads and training requirements, it was decided to consolidate our remote support ability to a single tool. Following investigation into the tools available, a decision was made to use Bomgar for all remote support tasks. This has been put into operation over the last couple of weeks, and you will begin to notice a change in the way that Service Desk Operatives remotely access your computers. The Bomgar tool is fully secure, and you retain the ability to control when a remote session is instigated and disconnected.

Service Performance Reporting: You should have already received information regarding the performance reports now available on the GM CSU IT Self-Service Portal. If not, please contact the Service Desk who will be able to provide you with the details. These reports have been created to provide an insight into the performance of all your IT Operational Support Teams, and how your Service Calls have been handled.

User Administration: Another addition to the GM CSU IT Self-Service Portal which you should already have been made aware of is the User Administration Section. Again, please contact the Service Desk if you have not received any information regarding this. The area has been designed and created in order to provide an easy and efficient method of requesting new or additional accounts and passwords for users of many of the applications and systems provided by GM CSU IT. In addition to removing the need for paper forms to be completed,

the new method also enables you to log these requests directly into ServiceNow, our Service Desk Call Management System.

What is happening now?

Cross-Skilling of Operatives: In preparation for locality Service Desk collaboration (detailed later), we have begun to identify areas in each locality which require service unique to that locality, and ensure that Operatives who currently work outside that locality are familiar with providing those Services. This work is currently on-going, and you may notice different Operatives to the ones you are used to will occasionally deal with your calls to aid their training. This work should not impact the service you are provided in the short term and should, in the medium to long term, lead to a more robust and efficient service as more and more of our Service Desk Operatives are equipped to deal with your issues.

What will be starting over the next month?

Desk Collaboration: In order to ensure that GM CSU are providing the most efficient and effective IT Service Desk possible, we have plans to bring certain desks together to work in collaboration. This work will take place throughout November and will enable us to share resources to provide a more resilient, broader skilled and higher capacity Service. Collaboration will mean that when you call, you may reach one of our IT Service Desk Operatives who you are unfamiliar with. This is because the collaborating desks will be taking calls for each other in order to provide a more resilient, higher capacity Service. Due to the Cross-Skilling work already taking place, any of our Operatives will be able to deal with your call effectively for the most part, but in some cases, Operatives may need to solicit advice from colleagues. The telephone numbers which you currently use to contact the Service Desk will not change so you can continue to use the same contact channels that you do currently. This work should also mean that all localities will benefit from an increase in call-taking capacity, which should lead to a decrease in the time you spend waiting in a queue. Once your call has been answered, there should be little change in the way your call is dealt with.

Contacting the GM CSU IT Service Desk Should you need to contact us for any reason, whether it be queries or comments about anything contained in this brief, or to log a Service Call with us, you can reach the IT Service Desk via the following channels:

Telephone:

Locality Telephone Number

Bolton 0161 765 6681

Bury 0161 765 6682

Greater Manchester CSU 0161 765 6685

Heywood, Middleton & Rochdale 0161 765 6683

Manchester 0161 765 6684

Salford 0161 765 6685

Stockport 0161 765 6686

Tameside & Glossop/Oldham 0161 765 6687

Trafford 0161 765 6689

Wigan Borough 0161 765 6680

IT Self-Service Portal: The GM CSU IT Self-Service Portal can be found at: www.gmcsu.co.uk/it Included on the portal is a link to our brief Customer Survey, from which we welcome all feedback.

GMCSU Service Desk

Greater Manchester Commissioning Support Unit (GMCSU)

St James's House, Pendleton Way, Salford M6 5FW

www.gmcsu.co.uk I @GM_CSU