Contact
Centre Project
What Contact
Centre will look
like
1
SAP from paper
to electronic
delivery
Mary Hammond – SAP Social Services Project Manager
Andy Moll - eGovernment Strategy Manager
2
Session structure
• What do you want to know?
• What we did
• What it looks like
• What it takes
• Did we answer everything?
3
MAP NORTH SOMERSET
Weston-Super-Mare
4
GEOGRAPHY AND
ORGANISATIONS
• SSD, NSC
• PCT, Acute
• CUBA
• Avon Gloucestershire & Wiltshire
Strategic Health Authority
• Southern Cluster
5
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 (parttime)
•
SAP implementation date is April 2004
•
Learning about:
‘The Domains’ areas to be covered in an assessment
‘The Tools’ why isn’t 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
6
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
7
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 won’t 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?
8
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
9
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
10
PRACTICALITIES
• TRAINING: Staff enthusiasm for joint working
and for using I.T. (feel they won’t be allowed to
have equipment because of costs).
• SOME MANAGERS think their staff (the above)
won’t 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’
11
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
12
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
13
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
14
The process
How it looks
15
What supports this?

Built upon Nomad Mobile Office
16
Mobile Office - What you see….






Outlook 2003
Office apps – Word Excel PowerPoint
Internet
Intranet
Offline folders
Connectivity available - too many 
17
Communications Options
Nomad devices provide us with up to eight
different communications methods
1. LAN (Local Area Network) i.e. in Council Offices
2. WiFi Private i.e. in Council Offices, at HOME
3. WiFi Public (in hotels, MacDonalds, Starbucks etc)
4. Broadband
5. 3G
6. ISDN
7. SecureDial
8. GPRS
18
Communications Options
A good analogy is to compare the connection
types to roads. First let’s 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
19
Road
What to use online
LAN the
office
3 Lane Motorway
Everything
WiFi
2 Lane Motorway
Everything
Broadband
Dual carriage but you
pay (Fixed Cost)
Everything
3G (Blue
light)
A road but it is a Toll
road you pay to use it
the more you use the
more you pay
GPRS
(Green
Light)
Single track road with
passing places






Outlook
What not to use

Internet/Intranet
Synchronise off
line folders
access to most
systems
Be aware of cost
Outlook connect
synchronise just
headers and avoid
32 ton trucks


Synchronise off
line folders
Outlook online
20
Internet/Intranet
Communications Options
Nomad devices provide us with up to eight
different communications methods
1. LAN (Local Area Network) i.e. in Council Offices
2. WiFi Private i.e. in Council Offices, at HOME
3. WiFi Public (in hotels, MacDonalds, Starbucks etc)
4. Broadband
5. 3G
6. ISDN
7. SecureDial
8. GPRS
21
Mobile Office - What you don’t
see….





Strong two factor authentication
Disk encryption
Personal firewall – Loading of
Unapproved Software
Virus updates
Patch updates
22
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
23
Where are the Efficiencies
to be found?
Complexity /
investment
Air - Share
Wi Max
Social care
assessment
Web based
access to
social care
systems
Mobile
Regulatory
Services
ASBO
mobile
teams
Wireless streets
Benefits claims
Housing Building
Repairs services
Street
wardens
Member
services
Vehicle tracking
H&S
Inspections
Digital pens
Street
scene &
Parking
Home
broadband
Secure
dialup
Level of savings
Source Nomad Project 2005
24
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!
1. Visits increase from 2 to 2.3
2. Mileage decreased from 18.6 to 13.8 miles per day
25
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!
1. Visits increase from 2 to 2.3
2. Mileage decreased from 18.6 to 13.8 miles per day
Total
number
of staff
Increase
Cost of
Visits
0.3
Members of
staff to give the
same increase
60
18
9
Staff
cost
£30,000
Non
cashable
savings
£270,000
Additional visits
Number
of
visits
0.3
60
18
225
4,050
cashable
savings
saving
Mileage
ppm
4.8
60
working days
0.4
225
£25,920
26
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..
27
Users comments
I'm sure I don't know half the
capabilities of this little beauty, but I
expect a long relationship!
28
Users comments
Actually I’ve 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.
29
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.
30
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.
31
Review
32
Open Forum
33