Avon and Somerset Police - Administration Departments
Complete project management of computer implementation, system and work process analysis, departmental reorganisation, delivery of comprehensive training programme.
During a major computer development programme a peripheral administration system had been supplied by the developers, ICL, and installed at one of the force’s three main Admin sites in Taunton. It was well known that the new system didn’t seem to be working very well but a decision had to be taken on whether to expand it to the other two sites, imposing it on 200 staff, or to scrap it altogether and lose any hope of automation.
Findings
Initial examination revealed a rather bland database and a very unenthusiastic workforce, for many of whom this was their first ever taste of computers. After conducting personal interviews with users at all levels and examining the system more thoroughly, it was found that there were many useful features in the software that were untapped, and a live link to external clients that was not used.
Training had been provided on an ad-hoc basis by technicians as they had installed the equipment and as a result the original desk legers were secreted in drawers and being used alongside the computer system to record everything twice. Elements of the system that matched the antiquated manual practices were used to a fashion, while other features were ignored.
Solutions
Thorough system testing and screen mapping revealed the true potential of the software. Detailed work analysis for every role in the unit provided a thorough understanding of tasks and processes that were required. Matching operational requirements to system capability resulted in a complete overhaul of working practice with two hundred staff re-deployed in enhanced new roles.
We also identified a general fear and suspicion of the new technology among the inexperienced users, many of whom had been in their jobs for decades. This was addressed by providing complete introductory courses to computing prior to any systems training, the uptake was huge, in fact so huge we realised just how crucial quality training is to success.
Results
The system was successfully implemented and the experience laid the foundations for what we do now - listen to people, work out what they really need from technology and then deliver a system that works.