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PCTI Service Delivery

PCTI Service Delivery. Wendy Clark. This Presentation. Introduction and Background What does the Service Delivery team do? Customer Feedback Our response What happens next?. Docman National Conference 2012. Who are our customers?. Docman National Conference 2012. What do we do?.

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PCTI Service Delivery

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  1. PCTI Service Delivery Wendy Clark

  2. This Presentation • Introduction and Background • What does the Service Delivery team do? • Customer Feedback • Our response • What happens next? Docman National Conference 2012

  3. Who are our customers? Docman National Conference 2012

  4. What do we do? Director Operations Deployment Technical Services Deployment Consultants Deployment Managers Support Desk Training Change management 1st Line Support 2nd Line Support 3rd Line Support Installations Field support Project Management

  5. Where are we based? W Yorkshire Midlands Home Counties S Coast Docman National Conference 2012

  6. The Castleford Team

  7. Building on a strong track record 48,433 86% 91% Calls answered in 2011/12 Answered in less than 15 seconds Closed within a day Docman National Conference 2012

  8. Building on a strong track record 349 340 19 1304 Docman installations in 2011/12 Intellisense installations Hubs installed Training days delivered Docman National Conference 2012

  9. Feedback from our users • We want regular information on the number and types of faults we are reporting • We want to make sure you maintain or improve response times to our calls • Can you look after our systems for us? • We would like a named PCTI contact when we are implementing your software and solutions • We need to understand what our responsibilities are and what will happen and when • Can you give us more documentation? • Can you help us to understand what changes we may need to make to the way we do things to get most benefit? Docman National Conference 2012

  10. Our Response – the Support Team Introduce new call procedures Develop performance reports Improve our data capture Recruit additional staff

  11. Our Response – Technical Services Wider geographical coverage Develop managed services Adopt new processes Recruit staff with new skills

  12. Our Response – Deployment Consultancy Increase flexibility of training Improve the User Guides Add basic change management Strengthen the Team

  13. Our Response – Deployment Management Deployment methodology Project management qualified

  14. Deployment Methodology

  15. Our Response – Deployment Management Deployment methodology Allocate dedicated managers Provide user guidance Project management qualified

  16. Our commitment to our customers

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