- When a new starter is employed in a new role at YAS NHS, the HR department notifies the respective manager about the new hire and sends them a checklist.
- The manager’s responsibility is to review the job role of the new starter. They need to identify the necessary kits, accounts, IDs, emails, and smart cards required for the role.
- To fulfill the requirements, the manager initiates a request for the kits and other relevant items through the HoTh portal.
- The HoTH portal receives the request, and since it’s a new role, there’s no need for additional authorization. The Service Delivery team takes over the request and creates subtasks for the necessary actions.
- The engineers within the Service Delivery team check the availability of devices, especially if they are required for the role. If a device is available, they configure it for the new starter. If not, a request for procurement is raised. The ticket status is updated to ‘Build’ when device setup begins. If a new device request is raised, the availability is checked in stock, and the procurement process is recorded in the asset database.
- The engineers also manage tasks like creating IDs, emails, smart cards, and other relevant accounts for the new starter.
- After the devices are set up, the engineers hand them over to the Service Delivery team, who then inform the requester that the device is ready for collection. The ticket status is updated to ‘Ready for Collection’.
- Upon receiving the device, the Service Delivery team updates the ticket status to ‘Awaiting Collection’.
- The customer collects the devices and provides sign-off upon collection. Sign-off documents are stored by the Service Delivery team.
- Once devices are collected and sign-off is complete, the ticket status is updated to ‘Production’.
- Finally, the ticket is closed, marking the successful completion of the onboarding process.
Enhancement:
In order to have better visibility into the progress of requests, we have implemented various ticket statuses: ‘Build’, ‘Ready for Collection’, ‘Awaiting Collection’, and ‘Production’. These statuses help us understand where the request is at any given time and identify any potential roadblocks.
Additionally, instead of having managers raise separate requests for individual kits, we have streamlined the process. Managers now log onto the portal and the Service Delivery team creates sub-tasks to allocate responsibilities among team members. This approach ensures a more efficient and organized workflow for onboarding new starters.
Benefit of the Enhanced Process
The enhancement brings several benefits to the onboarding process:
- Enhanced Visibility and Tracking: The implementation of various ticket statuses (‘Build’, ‘Ready for Collection’, ‘Awaiting Collection’, ‘Production’) provides clear visibility into the progress of each request. This enables stakeholders to know the current status of a request at any given time. It becomes easier to identify potential bottlenecks or delays in the process.
- Efficient Monitoring: With the defined ticket statuses, it becomes straightforward to monitor the movement of requests. This is especially important in scenarios where multiple requests are being processed simultaneously. The statuses act as milestones, allowing teams to assess the overall pace of the process.
- Identifying Issues and Roadblocks: The ticket statuses act as indicators of any issues or roadblocks that might arise during the onboarding process. For instance, if a request remains in the ‘Build’ status for an extended period, it could signify that there are challenges in setting up the required devices or configurations.
- Streamlined Collaboration: The introduction of sub-tasks created by the Service Delivery team enhances collaboration among team members. It allows for a structured division of responsibilities. This ensures that different aspects of the onboarding process are handled efficiently by the relevant experts.
- Reduced Duplication and Errors: The approach of having managers log onto the portal for requests eliminates the need for separate requests for each kit. This reduces the chances of duplication and errors that might occur when multiple requests are initiated independently.
- Consistent and Standardized Process: The defined ticket statuses and streamlined approach contribute to a consistent and standardized onboarding process. This is essential for maintaining a high level of quality and ensuring that all new starters go through a similar experience.
- Time and Resource Efficiency: By avoiding separate requests for individual kits, the process becomes more efficient in terms of time and resources. The sub-task allocation ensures that tasks are distributed effectively, optimizing the overall workflow.
- Clear Communication: The ticket statuses also aid in communication. Team members, managers, and stakeholders can quickly understand the status of a request without the need for frequent manual updates or inquiries.
In summary, the enhanced process with defined ticket statuses and streamlined requests not only improves visibility but also contributes to better collaboration, reduced errors, and overall efficiency in the onboarding process.