The needs and/or expectations of others

Customers – The team I manage is the monitoring team and we are responsible for the monitoring of all of the NHS Wales Informatics Service (NWIS) run services. The end user of the products we produce are members of other teams within NHS Wales Informatics Service. So the customers of my service are all the other Infrastructure teams within NHS Wales Informatics Service, Network Team, Various Application Teams, Data Centre Services Team, ICS Team and the Client Services Team.

These customers expect a quality service with near 100% uptime. They require accurate information about their services presented in various formats, Web Consoles, Email Alerts and reporting. This is to ensure they have visibility of the current status of their service, this gives them the confidence that their service is running correctly. And when issues arise, they need to be notified immediately.

They also need to be able to contact and communicate with us easily and to feel that we value them as a customer.   They need us to tune into their priorities and for us to implement their requirements accurately and timely within agreed deadlines.

It is very import for us to understand what each customer requires, as each team has very different requirements. By fully understanding their monitoring requirements upfront, it ensures we can deliver a quality service they value. There will be no misinterpreting expectations and deadlines can be agreed and met. By managing their expectations and being open and honest we can build better working relationships and ensure customer satisfaction, which inspires a good reputation for my team.

Needs and/or Expectations Customers Positive Features Negative Features
Quality service with near 100% uptime Customer receiving value for money and confidence in us the supplier   Good team reputation.   Customer has visibility into the status of their services 100% of the time.   Happy customer   Requires a resilient service that costs more money. Additional hardware needs to be purchased and maintained.   This will require extra staff resource to man the service 24/7.
Require accurate information about their services presented in various formats, Web Consoles, Email Alerts and reporting Ensures they have visibility of the current status of their service so they can act accordingly.   Information presented to them is up to date and gives confidence that their service is performing as expected.   Requires extra staff resource to produce the reports and maintain the system for the customer to view.   Staff resource and training required.    
Contact and communicate with us easily Customer feels they are supported and knowingly can get any additional information / help easily. Requires staff that can communicate effectively and have knowledge of the service provided and be available when the customer requires assistance.   This will have a financial impact on the service.

Colleagues – My colleagues are all the people I work with daily, these include my peers who manage other teams, my staff within my team and senior managers.

My peers who manage other teams require that we have open communication between the teams and that we complete tasks as scheduled. This is to ensure we have no overlap in work and a full understanding of each team’s responsibilities, so that we do not delay each other’s work by missing targets.

My staff need to be kept informed of all activities within the organisation that may affect our team. They need to be given the freedom to work the way they work best and given achievable goals to create a sense of purpose. Staff need to be allowed to have input into the team and an understanding of any decisions that have been made and for managers to be consistent throughout.

My staff require clear communication from managers and peers, also for everyone to pull their own weight within the team. By turning up for work on time and completing any tasks assigned to them in a timely fashion. It is important to understand my staff’s requirements to ensure they stay engaged and motivated in their work. This allows me to prioritise work, meet target delivery dates and to have consistency in the services we deliver.

Senior Managers require regular communication and updates on work progress and for teams to stay within budget. They like to see energy and enthusiasm within teams, who are motivated and meeting organisation targets. It is important to understand senior management’s requirements as they have the power to block or allow any team requests. Getting buy in from senior management is an important driver for your team, encouraging authority and motivation.

Needs and/or Expectations Colleagues Positive Features Negative Features
Open communication between the teams Co-ordinate tasks and deliver service requirements on time   Clear understanding of everyone’s responsibilities   Deliver a first class service to customers Requires scheduling regular meetings and time to attend these regularly
My Staff need clear communication from managers regarding all aspects of the organisation and the work they are involved in. This allows me to prioritise work   Everyone understands their position and pull their own weight within the team   No assumption or misinterpretations of requirements   Meet target delivery dates   Have consistency in the services we deliver   Requires scheduling regular meetings and time to attend these regularly.   Staff are sat in meetings and their daily duties are not getting done.   All staff are not always available to attend meetings.   Email communication can sometimes be misinterpreted.  
Staff need to be allowed to have input into the team and to be given the freedom to work the way they work best and given achievable goals Makes them feel like a valued member of the team.   Generates goods ideas for the team   Motivates the team     Some staff are more opinionated than others and can cause conflict within team.   Sometimes giving too much freedom to less organised members of staff can result in poor productivity due to their poor planning.
Senior Managers require regular communication and updates on work Ensure senior managers are aware of our progress   Support from senior managers motivates my team.   Understanding of my team requirements to justify additional funding or staff resource Requires time to produce reports   Requires time to attend meetings with them

Key StakeholdersMy key stakeholders are very similar to my colleagues, with three additional groups of people these are the Service Management team, Workforce and development Team and the Finance team. 

The service management team requires that I manage my team using ITIL bests practices and ISO 20000 guidelines. They expect for all my team to take up these best practices and to attend regular briefs. It is important for me to understand their requirements so that my team are always working to ITIL best practices and that the organisation can gain ISO 20000 accreditation.

Workforce and development Team require that my team are aware of and adhere to the organisations HR policies and guidance. They also require that all my team have completed all mandatory training and have on going Personal development reviews. It is important that I understand these requirements so that my staff complete mandatory training to meet our legislative requirements as an organisation, so that there are no financial penalties. Also to ensure my team are aware of organisational policies and to guide them through career progression using our personal development process.

Finance team require that I spend all the money that has been agreed for the year without overspending. They expect me to communicate my financial requirements to them and get agreement from senior management for setting an appropriate budget. It is important to understand their requirements so that the financial aspect of the organisation can be managed and planned out appropriately.

Needs and/or Expectations Key Stakeholders Positive Features Negative Features
Service Management team expect that we adhere to industries best practices (ITIL, ISO20000) ISO 20000 accreditation, kudos for the organisation   ITIL, Efficient working to a single standard for the whole organisation.   Good working ethic, standardises processes   Promotes communication of changes throughout the organisation Training requirements for staff, time and cost   Regular audits, time and disruption   Additional processes to complete tasks, adding more time for the task to be completed.   Requires thorough planning   Time to spend at ICAB meetings
Workforce and development Team expect – Adhere to the organisations HR policies and guidance   Completed all mandatory training   Personal development reviews for all staff Meet our legislative requirements as an organisation, so that there are no financial penalties.   Staff have a clear defined learning path, goals and achievements.   HR policies and guidance help staff understand their responsibilities whist at work and what is expected of them.   Time staff spend on training courses.   Time spent reading and understanding all policies   Time spent in PDR meetings with each individual member of staff.
Finance team expect me to communicate and agree a suitable budget with them Good budget planning for the organisation.     Time spent discussing and agreeing budgets with finance team and senior managers.

Relevant Others – It is important that my team provide an accurate and reliable monitoring solution to the NWIS teams. Without this vital system health checking we would jeopardise the services we provide to NHS Wales and its patients. Based on this I believe that my relevant others would be NHS Wales staff based in hospitals and GP surgeries (Doctors, Nurses, admin staff, managers..) and the patients they look after.

The NHS Wales staff expect that the services we provide to be available and easy to use. By providing them with these services, it aids them in providing a first class Health Care service to the people of Wales. Patients expect to been seen to and treated as and when the need occurs. They expect a swift and friendly service with minimal waiting times. Patients expect NHS Wales’s organisations to better engage with them in shared decision-making about treatment options and to guarantee patient safety at all times. By Understanding the Patients needs NWIS can provision better informed services for NHS Wales to fulfil these requirements.

Needs and/or Expectations Relevant Others Positive Features Negative Features
NHS Wales staff expect that the services we provide to be available and easy to use Helps staff in providing a first class Health Care service to the people of Wales.   Easy access to patient information   Happy motivated staff   More efficient engagement with patients   Disseminating of patient records more secure and better access to health professionals.   Large patient systems take a lot of time, collaboration and coordination between stakeholders all over Wales.   Very expensive to implement and maintain   Become very reliant on the computer systems.
Patients expect to be seen to and treated as and when the need occurs Patients treated quickly   Happy patients     Can cause delays or cancelled appointments when the system goes down.    

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