1. Testing
1.1. Resources to Test team (fixes)
1.2. CMIT tool testing
1.2.1. Outlet client seen profile (barbara's got)
1.2.1.1. user testing (will they understand it? is it clear what it's doing?)
1.2.2. social policy issue enquiry downloads (1 tool for all downloads)
1.2.3. New contact download
1.2.4. Possibly another one
1.3. Resources to test developments
2. Reactive Business Support
2.1. Prioritising and chasing fixes/testing/implementation
2.2. Bx visits
2.3. Calls (BAU)
2.3.1. Input needed from whole team
2.3.1.1. Rota for support provision each day?
2.3.1.2. Agreement for how to contact/use TL/BF time during doc work
2.3.2. CASE
2.3.3. CASE Reports
2.4. Bx feedback/change requests
2.4.1. Where eg. new report reqs identified - budget? process?
2.5. Assisting bx with reporting requirements
2.6. Assisting bx with set up planning (outlets etc)
2.7. Identify bx that need further help/training
2.7.1. what do we do in these circs?
3. Management
3.1. Recruitment
3.1.1. inteview
3.1.2. appoint
3.2. Induction
3.2.1. Complete plan
3.2.2. Set SMART objectives for each area
3.2.3. Monitor/support
3.2.3.1. Extra day in Swindon
3.3. Managing staff
3.3.1. 1-2-1/person/month
3.3.2. induction
3.3.3. development
3.4. Staff development
3.4.1. Web
3.4.2. writing
3.4.3. subject matter
3.4.3.1. LSC
3.4.3.2. MA
3.4.3.3. projects
3.5. Planning/Monitoring
3.5.1. Explicit plan
3.5.2. Communicate deliverables
3.5.3. monitor/follow up
4. Proactive Business Support
4.1. Best practice advice
4.1.1. Identify areas where needed
4.1.1.1. IFR
4.1.1.2. to dos
4.1.1.3. supervision
4.1.1.4. Use of reports
4.1.1.4.1. 'How do I create useful data from download?'
4.1.1.4.2. How do I report funder info
4.1.2. identify and define best practise
4.1.2.1. in consultation with bx and business
4.1.3. Develop materials
4.1.4. communicate
4.2. workshops/live events
4.3. How are priorities determined?
4.3.1. Effective use group?
4.4. Marketing CASE/CASE Reports
5. Regular/Routine Activities
5.1. Maintaining CABLink
5.1.1. Incl. regular reviews
5.1.2. report guides
5.2. Maintaining 'Which Report'
5.3. Communicating CASE/Reports issues to bx
5.3.1. CASE News
5.3.2. Emails
5.4. Maintaining Docs
5.5. QA-ing
6. Projects
6.1. Wales outcomes recording
6.2. Bx set up form redesign
6.3. Procedure development
6.3.1. FIF
6.3.2. RBL
6.3.3. NHAS
6.3.4. Macmillan
6.3.5. % case checing
6.4. Would like earlier involvement with project initiation/devt
6.5. Would like better awareness of project going on elsewhere in ICT/CitA
6.6. Further development of 'Which Report' - web app?
6.7. Web 2.0 stuff
6.8. Project work aligned to business priorities
6.9. Bx involvement/representation
6.9.1. Analysis of bx requests
6.9.1.1. 2 options
6.9.1.2. Ongoing process
6.10. Further CABLink work
6.10.1. Rework of report guides
6.11. Projects outside ICT/CASE
6.11.1. CABLink
6.12. Future of CASE
6.13. Access changes/data sharing/CASE v5
7. Process Improvement
7.1. O drive restructure
7.2. KM for team
7.2.1. Specialisation
7.2.1.1. lead/second/general
7.2.2. Develop "knowledge base"
7.2.2.1. Capture existing issues/knowledge
7.2.2.1.1. e.g.
7.3. evidence
7.3.1. Analysis of RMS data - develop capacity to generate evidence for service improvement
7.3.1.1. RMS codes etc
7.3.1.1.1. review Tim's doc
7.3.1.1.2. Clarify master calls
7.3.1.1.3. New node
7.3.2. evidence - cablink - user testing
7.3.3. evidence 0 other services- customer satisfaction
7.3.4. evidence - cablink - analytics
7.4. Use RMS data to identify..
7.4.1. struggling bx
7.4.2. Common/recurring issues
7.4.3. training needs
7.4.4. comms needs
7.5. Service levels etc for BST
7.6. Prerequisite - Sort RMS codes
7.7. Processes within/around BST
7.7.1. CABLink approval process?
7.7.2. Define and document processes around admin (i.e. outlet deletion) include if & when etc
7.7.3. BST/SD/Test process improvement
7.7.4. Managing Calls
7.7.4.1. Rota
7.7.4.2. Call logging/management
7.7.4.2.1. who does what?
7.7.4.2.2. inbox
7.7.4.3. VCC?
7.7.5. Changes/requests - RFCs
8. Relationships
8.1. Within CitA
8.1.1. Removing silos within ICT/CitA
8.1.2. NDT
8.1.3. BMCs
8.1.4. Bx direct
8.1.5. CMIT
8.1.5.1. esp. around tools development/support
8.1.6. Training
8.1.7. ICT
8.1.7.1. ITMCs - alignment with regions
8.1.7.1.1. Buddy system?
8.1.7.2. Service Desk
8.1.7.3. Service delivery
8.1.7.4. Development
8.1.7.5. Planning/Change
8.1.7.6. Admin
8.2. External
8.2.1. LSC account mgrs
8.3. Clarity around who our customers are, relationships with them
9. Comms
9.1. strategy
9.1.1. speak to comms team?
9.2. CABLink
9.2.1. Move Coding support centre from Bx mgmt to IT
9.2.2. Further improvement to ICT section
9.2.3. Other CMIT content?
9.2.4. CitA Content
9.3. Within team
9.3.1. Blog
9.4. Webboards
9.5. Email lists/subscriptions
9.6. Newsletters
9.6.1. case news
9.7. Meetings/workshops
9.7.1. Regional IT meetings
9.7.2. County bx meetings?
9.8. Within CitA - Reporting
9.8.1. internal marketing