Opportunity Matrix – Improve communications via RA email address being mandatory
Users
Problems
All RA staff
Currently email address is
not mandatory in CIS.
This means RA staff may
not receive important
service updates on new
functionality, process
changes, critical issues
(e.g. a security related
issue) or updates on
training.
This is not aligned to RA
policy.
Workarounds
Populating email
addresses has been
encouraged by Access
Control team and has
seen improvements over
the last year but still
remains around 80% for
RA Managers and lower
for Agents.
Ideas
1. Alert - on next login by the RA – inform
“No email address is held for you – please
complete this to receive CIS updates now
via this link”
2. Validation: When assigning RA Manager or
Agent access CIS should check ‘is email
address populated and valid as per white
list’ If yes – allow access to be assigned. If
not inform as per case A) email address is
not populated – access cannot be
assigned” or case B) email address is
populated but not valid – access cannot be
assigned.
3. Both 1 and 2 above are complementary
solutions and not mutually exclusive.
User Value
User Metrics
RA staff will benefit from
always getting updates
on the service.
Sponsors, LSAs and users
will also benefit from
then getting the latest
updates from RA staff.
HSCIC benefits from
having CIS aligned to RA
policy.
Percentage of RA staff
with email addresses
populated should show as
an increasing post
implementation.
Adoption Strategy
1. Alert prompt to
RA staff on
logging in.
2. Validation as per
ideas section.
3. Start with RA
Managers and
Agents Advanced.
Then roll-out to
Agents and Agent
ID checkers.
Business Impact
Constraints
Business Metrics
Positive impact – RA staff receive key service updates.
HSCIC is confident RA staff can be contacted about the
service.
Negative – very small amount of time for affected RA
staff to update their details.
Hopefully requires relatively simple validation as
per above.
Develop as lookup table of valid codes needing
email that validation check calls against so that it
can be expanded in future as needed (even to
Sponsors and LSAs)
Measure of percentage of users with email addresses
populated on CIS.
Measure of percentage of users receiving/opening CIS
communications/bulletins subsequently.
Name of the person submitting the request: John Winter
Submission date: 13.07.2015