CASE STUDIES

DESIGN OF BUSINESS CHANGE PLAN & PROGRAMME MANAGEMENT FOR ROLL OUT OF IT SOFTWARE OVER WIDE SPREAD GEOGRAPHY FOR 800 GP'S

BUSINESS REQUIREMENTS

Following a takeover of an NHS commissioning unit by a private provider, there was a requirement for the management of the development and roll out of new digital software for the Business Intelligence (BI) Service to 20 Clinical Commissioning Groups (CCGs)

KEY TASKS

• Develop and implement programme and change management process for the development and roll out of the BI IT software, using a digital agile methodology

• Develop effective relationships and rapport with 20 CCG leads

• Develop effective communication to large geography using conference calls, training packs and guided project and change management tools

RESULTS

• Successful programme and change management approach for the rollout of software to over 800 GPs

• Due to the positive relationship and established trust that was built with the CCG leads, business change roll-out was delivered via a train the trainer method.   

DESIGN AND DELIVERY OF PROGRAMME AND CHANGE MANAGEMENT SATISFYING A LOCAL GOVERNMENT SERVICE NEED UNDER THE 'DIGITAL BY DEFAULT' AGENDA

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BUSINESS REQUIREMENT

A revenue and benefits service needed to create a channel shift and enable self-serve in order to comply with the government 'digital by default' agenda.  The programme included three distinct projects which were designed to achieve this

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KEY TASKS

• Stabilise - to address short term process change and improvements using current software

• Optimise - to implement an existing assisted e-form module for the benefits service

• Transform - developed programme business case to include full plans for the implementation of a customer e-portal

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RESULTS

• Stabilise project - one of the many benefits created; reduction in manual processing for one team on a small daily activity created up to ten hours a week time saving

• Optimise project - previous attempts to implement the digital solution and new ways of working had failed, however this approach achieved full staff and service change resulting in a 42% reduction in time to complete a claim

• Transform project - within the first four weeks, staff were motivated to follow the new processes, and customer take-up of self-serving reached 87%

CHANGE PROGRAMME TO SUPPORT COMPLIANCE AND REGULATION CHANGES IN ADULT SOCIAL CARE

BUSINESS REQUIREMENTS

A City Council was required to implement the statutory changes required from the introduction of the revised Care Act within Adult Social Care (ASC)

KEY TASKS

• The change management approach was designed following the understanding of all the key changes required and inline with the project plan

• A number of stakeholder groups were engaged to support the planning of the roll out of the new process

• A detailed communication plan was composed to ensure that the wide range of stakeholders that were impacted by the changes were communicated to via a variety of media.

RESULTS

• The summary requirements for the Care Act were installed and service changes achieved

• Excellent communication rolled out to all stakeholders in a timely manner and via various methods

PROGRAMME MANAGEMENT FOR NATIONALLY FUNDED INITIATIVE ACROSS TWO CITIES

BUSINESS REQUIREMENT

A City Council was working jointly with a neighbouring Council to drive forward a nationally funded initiative the Better Care Fund (BCF)

KEY TASKS

• Programme management of the BCF which was made up of five projects spread across the two cities health and social care services

• Each of the five projects had a different stakeholder group to manage and motivate

• A number of the projects were complex and required the input and activity across integrated health care systems

RESULTS

• Established the programme which included a detailed project plans for the five unique projects and provided an audit trail back to BCF submissions

• Reporting and monitoring governance put into place for the regular reporting practices of the BCF programme

• Established a range of media and methods for reporting back to the variety of stakeholders

COST BENEFIT ANALYSIS FOR SWEDISH CLINICAL SOFTWARE TO COME TO ENGLAND

BUSINESS REQUIREMENT

A Swedish software developer needed to define a holistic picture of the benefits available through the use of a clinical imaging system used by the health services in Sweden. They required a cost benefit analysis and sales and marketing information in order to support their approach to health services within the UK

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KEY TASKS

• Design and implement an approach to capture the benefits of the software

• Capture data within Swedish hospital environments and a UK private hospital who used the software

• Liaise with two UK hospitals to gather current state data of activities who did not use the software

RESULTS

• Cost benefit analysis completed within timescale and to budget

• Delivered a full range of materials that demonstrated the benefits from applying the software

• The Swedish company used the deliverables within their sales materials which were adopted and used for their marketing purposes.

NATIONAL PROGRAMME BUSINESS CHANGE SUPPORT FOR NHS PRIMARY CARE SETTINGS

BUSINESS REQUIREMENT

A major part of the NHS national programme for digital solutions was to design business change plans and support for primary care settings, which included community, child health, prison, and ambulance services

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KEY TASKS

• Design of individual toolkits that could be used by change consultants to provide the business change for primary care implementations of the digital systems

• Design training programmes to educate NHS trainers and business change staff on how to carry out business change planning and delivery

• Manage a programme and team of consultants to carry out the change management delivery

• Engage with commissioner and provider organisations to develop opportunities and strategically solve problems related to the lack of digital solutions

• To manage the impact of the digital changes upon the business

• Support the design of standardised benefit metrics for the NHS primary care solutions

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RESULTS

• Successful delivery of the digital implementations across the NHS in primary services

• Design and delivery of a change management training programme rolled out to all trusts in North East of England

• Delivery of a standardised approach for benefits management across primary care implementations

IT AND CUSTOMER ACCESS PROGRAMME IN ADULT SOCIAL CARE

BUSINESS REQUIREMENTS

A council was delivering a Customer Access Programme which aimed to transform customer access for Adult Social Care (ASC) forecasting savings and improvements for the service. Alongside this there was an implementation of a new ASC digital solution, which included staff mobile working and customer self serve

KEY TASKS

• Adult social care process review and re-design, giving self-serve for the public by implementing a number of e-portals

• Design and implement the change management approach for the transformation programme and ASC digital system

• Tailor a change management programme to enable cost savings, change to culture and practice, improving working lives of the staff groups and making services to the service user more efficient

RESULTS

• All change management activities were completed and implemented and effective relationships established

• Detailed ongoing benefits plan and communication plan delivered as part of the deliverables to allow the continued roll out and optimisation of the changes

FOCUSED PROJECT & CHANGE MANAGEMENT FOR NEW EQUIPMENT SERVICE IT CHANGE

BUSINESS REQUIREMENT

An equipment loan store that assists people with daily living which is jointly funded by both Clinical Commissioning Groups and Health and Social Care Organisations, consisting of eight partners across Teesside and required new digital solutions that would support the needs of the business and bring about service efficiencies

KEY TASKS

• Project and change management of service wide digital implementation project

RESULTS

• Project delivered within budget and to deadline

• The approach and communication was highly commended by the senior sponsor within the council

• Cost saving benefits were on track and all qualitative benefits were delivered quickly.