Customer Account Management Realignment – eHealth€¦ · 20/05/2013 PFT Health Manager Level 3 $110,987 Cumberland 23/11/2015 Contractor n/a n/a Cumberland 12/08/2014 Contractor

Customer Account Management Realignment – eHealth

Dear Member, Attached is correspondence the HSU has received from eHealth NSW regarding a proposed realignment of the Customer Account Manager position. Member feedback requested The HSU industrial team is currently reviewing the potential impacts of the proposed restructure upon affected employees. We are now seeking feedback, views and comments from our members. Please review the attached documentation and provide comment and feedback by close of business Friday 14 October 2016. You can submit it by email to [email protected] with subject line CAM Realignment – eHealth. HSU organiser and sub-branch involvement Your HSU organiser will be visiting your workplace shortly and convening a meeting to discuss the matter with affected employees. The HSU is also seeking expressions of interest from members to be part of the consultative process as a workplace delegate in any upcoming USCC meetings regarding this proposal. The most effective way to deal with these kinds of proposals is by taking into account the concerns of the group, agreeing on a way forward and presenting that united position to management. Please distribute this newsletter to your work colleagues for their information and comments and encourage them to attend the meeting. Not a member of the HSU? Now is time to join and have your say! You can join online at www.hsu.asn.au/join-hsu/ or call 1300 478 679 and join over the phone. A union’s effectiveness and negotiation power strongly depends upon the strength and density of its membership base. Join your work colleagues today by becoming a member of the Health Services Union and help us to continue to protect, build and improve your working life. In unity,

Gerard Hayes Secretary, HSU NSW/ACT

eHealth NSW ABN 90 365 793 470

PO Box 1770 Chatswood NSW 2057 Tel (02) 9880 3200

Information Services Mr Gerard Hayes General Secretary Health Services Union 109 Pitt Street Sydney NSW 2000 CC: Helen Sourlas Dear Mr Hayes,

Re: Customer Account Management Realignment

I am writing to formally advise you of a proposed changes to the roles and responsibilities of the Customer Account Manager (CAM) position within Customer Services, Information Services, eHealth NSW effective of 7 November 2016. In response to changes in the delivery of ICT Services and evolving industry demands in which eHealth operates within, a functional review of Customer Account Management was undertaken in mid-2015. As a result, the review saw a requirement to uplift the scope of the CAM positions to operate in a strategic capacity across eHealth NSW, and interacting with and advising senior level customers. Such requirements have resulted in an increase of position grading from Health Manager Level 3 to Health Manager Level 4. A copy of the proposed Customer Account Management Position Description attached for your information. There will be six (6) CAM positions impacted by the abovementioned changes; five (5) of those positions are currently occupied by contingent workers and one (1) of which is occupied by a permanent employee, . Staff details as outlined below:

Names Start Date

Status Award Grade Annual Salary Location

20/05/2013 PFT Health Manager Level 3 $110,987 Cumberland

23/11/2015 Contractor n/a n/a Cumberland



We will also be using this opportunity to fill all vacancies with permanent full-time employees through a merit selection recruitment process. We are holding a staff meeting with (effected employee) to discuss the proposed changes at the following date/ time and we welcome your views on the implementation process. Please let me know if you or any other HSU representative will be in attendance prior to the meeting.

Date: Wednesday 28 September 2016 Time: 11.30am Location: Cumberland Hospital Campus - Building 82

5 Fleet Street, North Parramatta, NSW

We will be managing any excess staff consistent with Managing Excess Staff of the NSW Health Service Policy Directive – PD2012_012. Should you have any questions, please contact me on (02) 8907 1411 or Jessica Tsai, HR Business Partner on (02) 8644 2097. Yours sincerely

Simon Geraghty Chief Technology Officer eHealth NSW Date: 27/09/2016

Page 1 of 12 PD_Customer Account Manager_Information Services_eHealth_22 September 2016

Position Description

Position Details

Position Title: Customer Account Manager Classification: Health Manager Level 4

Department: Customer Services, Information Services

Award: Health Manager (State) Award

Reports to: Client Services Team Manager Employment Status: Permanent Full-Time

Roles reporting to: Nil Location: Cumberland

Position Number(Stafflink): TBC

Primary Purpose of the position

The eHealth Customer Account Management team represents as a single point of contact for Senior

executives (Chief Information Officer, Chief Executive, Information Technology Managers & Program

Directors) within NSW Health representing eHealth NSW in both operations and new business areas.

The Customer Account Manager’s primary purpose is to contribute to the retention and growth of the

nominated customer, or portfolio of customers, by providing the key engagement and delivery interface

within eHealth NSW to increase the value realised from ICT assets, investments and capabilities.

The role provides a holistic, end-to-end service relationship and ensures all eHealth NSW and customer

deliverables are achieved with customer satisfaction targets met or exceeded.

This role interacts at a senior and strategic level, representing both Business and Technical Owner

interests.

The role supports the Senior Executive team of eHealth NSW with advice and information from NSW

Health Customers

About eHealth NSW

eHealth NSW supports patient care across the NSW Health system through our expertise in

Information Communication Technology (ICT); building a connected future for delivering accessible,

quality, efficient and safe healthcare across NSW. eHealth NSW is focused on leading the

implementation of the NSW eHealth strategy, delivering ICT services and managing state-wide ICT

enabled change programs in partnership with Local Health Districts, Speciality Networks and Pillars.

Our Vision

To be a trusted and valued partner enabling excellent healthcare in NSW. We are people helping people

deliver excellent healthcare.

Our Values

Our work is built on a foundation of trust and respect. We live the NSW Health CORE values of

Collaboration, Openness, Respect and Empowerment.

Key Accountabilities


The role and responsibilities are to be carried out in a manner that is consistent with the mission,

values, customer promise, strategic priorities, performance goals, delegations, policies, procedures

and operations systems of eHealth, and in line with the NSW Health Code of Conduct and the

capabilities required to perform this role competently. The accountabilities outlined below indicate the

scope of the position.

The incumbent may be asked to perform job-related tasks other than those specifically stated in this

description.

Engagement and Relationship Management

Engagement Manage end-to-end customer service relationship: ensure agreed deliverables are achieved and Customer Satisfaction targets are met. Facilitate quarterly joint review with customer(s), and monthly checkpoint meetings between CAM team and the relevant Service Delivery Manager in Information Services and Corporate IT

Ensure appropriate reporting is provided to customers and eHealth NSW internal stakeholders.

Act as advocate for, and demonstrate an in-depth knowledge of the eHealth NSW and the Service Catalogue, and associated business areas to identify and communicate how eHealth solutions can support the achievement of short- and long-term business goals.

Understand the business and customer needs better target eHealth’s services,

and promote IT capability to customers. Through in-depth understanding of customer IT services, support the eHealth Strategies in meeting customers’ business needs, identifying IT opportunities and recommending solutions.

Relationship Management

Act as liaison point for CIOs, Technical Line Managers, Health Services Executives, Owners and Users in relation to understanding usage and availability of service offerings.

Interact at a strategic level to represent eHealth for new business areas. Actively monitor for, and seek, opportunities, new methods, trends, capabilities and products to the advancement of the whole organization.

Build partnerships with Business and Technical Service Owners and team leads to assist in compliance with processes, avoidance of unnecessary escalations and cooperation in issue investigation and solution development.

Manage customer expectations and relationships by ensuring all service levels and contractual obligations are met, performance reporting requirements are achieved and governance meetings addressing issues and service risk processes are managed appropriately. Act as a point of contact for customers to facilitate escalations to the Service Delivery Manager when Service Level Agreements are breached or to the ehealth’s Senior Executive team for strategic or program development matters

Planning Participate in short- and long-term strategic planning sessions with customers to

improve business processes and outcomes.


Demand & Development

Responsible for management and implementation of initiatives and requests into the Demand Management capability and process.

Work with other Information Services and Corporate IT teams to enable a Pipeline and Demand forecast of Customer projects.

Engage with Business Owners for demand management and planning regarding service needs and requirements, and identify business development opportunities.

Understand and anticipate direction of the business area(s), identify opportunities and make recommendations to support the assigned business area(s) desired future state.

Attendance and participation in meetings of assigned business service line Governance Groups.

Service Management Office

Collaborate with the Service Management Office (SMO) and Service Delivery Manager to demonstrate IT costs continue to deliver value to customers for services provided.

Project Management

Facilitate the capture of new business requirements and ongoing enhancements for Customers.

Work closely with Technical Project Consultants (TPC) for Project requests.

Liaise with Project Manager / Transition Manager where issues or concerns have been raised by the customer and take action as appropriate.

Financial Management

Quotations and Proposals

Accountable for customer invoicing and budget with coordination provided by Financial Management.

Accountable for comprehensive quoting for solution requests.

Responsible for the preparation & review of proposals with the customer.

Continual Service Improvement (CSI)

Process CSI Liaise with the Service Improvement Officer to conduct targeted service improvement initiatives.

Service CSI Liaise with the Service Delivery Manager to demonstrate to customers the decrease of issues and complaints raised.

Key Relationships

Who What

Customers Provide strategic advice for business function, delivery and improvement.

Resolve issues and provide solutions to problems.

Represent Service Owners - represent the requirements and issues of Business Owners to Information Services Technical Owners and vice versa.

Team Represent team perspective, share knowledge and enable team members.


Participate in, and contribute to, CAM team training opportunities. Lead discussions and decisions regarding implementation of

innovation and best practice.

Service Management Office (SMO)

Work closely with the Service Delivery Manager to ensure the service portfolio remains relevant and address customer requirements.

Assist the SMO in growing Continuous Service Improvement.

eHealth Senior Executive Team

Partner in Managing customer relationship

Support Senior Executive of eHealth in understanding customer needs, identifying IT opportunities and recommending solutions

Escalate strategic IT Matters

Management Provide strategic and technical advice to the Client Services Team Manager, and CTO to influence decisions regarding IT initiatives, end-to-end service and innovation.

Key Challenges

• Balance the need to be highly analytical, presenting fact-based assessments of performance and

customer satisfaction against agreed service levels while remaining responsive to customer

requirements and maintaining relationships.

• Engage and influence a diverse range of stakeholders, from executive level down, to ensure

service delivery meets business objectives.

• Establishing and managing positive working relationships with technical teams, the Service

Management Office and Strategic Relationship Managers

• Interpret customer business objectives and meet delivery needs.

• Negotiate and monitor delivery of services that meet customer needs.

Position Dimensions

Staffing: Expenditure: Number of direct reports: Nil Budget ($): N/A

Number of indirect reports (including contractors): Nil Financial Delegation: Nil

Key Capabilities required for the position

Capabilities are the underlying skills, knowledge and behaviors which are necessary to perform a

particular type or level of work. This section describes the skills, knowledge and capabilities required to

perform this role competently. The capabilities have been sourced from the NSW Public Sector

Capability Framework. The Framework describes Personal Attributes, Relationships, Results and

People Management Capabilities. For further information see www.psc.nsw.gov.au/CapabilityFramework

Summary SFIA Skills (see Appendix for detail)

Category SFIA Code Description Level

Business Change RLMT Relationship Management 5

Business Change Implementation

POMG Portfolio Management 5

http://www.psc.nsw.gov.au/Sector-Support/Capability-Framework-Overview/Access-the-Capability-Framework/The-Capability-Framework


Business Strategy and Planning

INOV Innovation 5

Service Management

SLMO Service Level Management 4

Advice and Guidance

CNSL Consultancy 5

Service Transition SEAC Service Acceptance 5

Personal Attributes

Personal Attributes

CAPABILITY BEHAVIOURAL INDICATORS

Display Resilience and Courage Be open and honest, prepared to express your views, and willing to accept and commit to change.

• Be flexible, show initiative and respond quickly when situations change • Offer own opinion and raise challenging issues

• Listen when ideas are challenged, seek to understand the nature of the criticism and respond constructively

• Raise and work through challenging issues and seek alternatives • Keep control of own emotions and stay calm under pressure and in

challenging situations

Act with integrity Be ethical and professional, and adhere to the Public Sector Values.

• Represent the organisation in an honest, ethical and professional way and encourage others to do so

• Demonstrate professionalism to support a culture of integrity within the team/unit

• Ensure that others understand the legislation and policy framework within which they operate

• Act to prevent and report misconduct, illegal and inappropriate behaviour

Manage Self Show drive and motivation, a measured approach and a commitment to learning.

• Look for and take advantage of opportunities to learn new skills and develop strengths

• Seek and respond positively to constructive feedback and guidance • Examine and reflect on own performance • Demonstrate a high level of personal motivation

Value Diversity Show respect for diverse backgrounds, experiences and perspectives.

• Recognise and adapt to individual differences and working styles • Support initiatives that create an environment in which diversity is

valued

Relationships


Communicate Effectively Communicate clearly, actively listen to others and respond with respect.

• Present with credibility, engage varied audiences and test levels of understanding

• Adjust style and approach to optimise outcomes • Clearly explain complex concepts and arguments to individuals and

groups • Actively listen and encourage others to contribute inputs • Write fluently and persuasively in a range of styles and formats

Commit to Customer Service Provide customer centric services in line with public service and organisational objectives.

• Take responsibility for delivering high quality customer-focused services • Understand customer perspectives and ensure responsiveness to their

needs • Identify customer service needs and implement solutions • Resolve complex customers issues and needs • Co-operate across work areas to improve outcomes for customers • Maintain relationships with key customers in area of expertise

Work Collaboratively Collaborate with others and value their contribution.

• Encourage a culture of recognising the value of collaboration • Identify opportunities to work collaboratively with other teams/units to

solve issues and develop better processes and approaches to work • Build co-operation and overcome barriers to information sharing and

communication across teams/units


• Share lessons learned across teams/units

Influence and Negotiate Gain consensus and commitment from others and resolve issues and conflict.

• Influence others with a fair and considered approach and sound arguments

• Negotiate from an informed and credible position • Lead and facilitate productive discussion with staff and stakeholders • Pre-empt and minimise conflict • Show sensitivity and understanding in resolving conflicts and

differences

Results


Deliver Results Achieve results through efficient use of resources and a commitment to quality outcomes.

• Drive a culture of achievement and acknowledge input of others • Identify resource needs and ensure goals are achieved within budget and

deadlines • Take responsibility for delivering on intended outcomes • Identify changed priorities and ensure allocation of resources meets new

business needs • Ensure financial implications of changes priorities are explicit and

budgeted for • Use own expertise and seek others’ expertise to achieve work outcomes

Plan and Prioritise Plan to achieve priority outcomes and respond flexibly to changing circumstances.

• Take into account future aims and goals of the team/unit and organisation when prioritising own and others’ work

• Consider the implications of immediate and longer term organisational issues and how these might impact on the achievement of team/unit goals

• Accommodate and respond with initiative to changing priorities and operating environments

• Ensure current work plans and activities support and are consistent with organisational change initiatives

Think and Solve Problems Think, analyse and consider the broader context to develop practical solutions.

• Research and analyse information, identify interrelationships and make recommendations based on relevant evidence

• Anticipate, identify and address issues and potential problems and select the most effective solutions from a range of options

• Identify and share business process improvements to enhance effectiveness

Demonstrate Accountability Be responsible for own actions, adhere to legislation and policy and be proactive to address risk.

• Ensure that actions of self and others are focused on achieving organisational outcomes

• Exercise delegations responsibly • Understand and apply high standards of financial probity with public

monies and other resources • Identify and implement safe work practices, taking a systematic risk

management approach to ensure health and safety of self and others • Identify risks to successful achievement of goals, and take appropriate

steps to mitigate those risks

Other Specific Requirements

The role and responsibilities are to be carried out in a manner that is consistent with delegations, policies,

procedures and operations systems of eHealth NSW, and in line with the NSW Health Code of Conduct.

The following specific requirements should be noted:

Qualifications

Relevant tertiary qualifications

Vaccination

Category B

Workplace Culture

Model the NSW Health CORE values and the eHealth NSW values and ensure all workplace conduct is

consistent with the behaviours associated with those values and the NSW Health Code of Conduct.

Finance and Assets

Manage allocated finance and resources efficiently and effectively in accordance with the eHealth NSW

Delegations Manual (and supporting corporate policies and documentation). This may include, but not


be limited to, management of an allocated budget, assets and stores, corporate records, intellectual

property and personnel records.

Risk Management

Undertake business unit risk planning and risk assessments, ensuring competence in risk management

and assessment. Understand and abide by the organisation’s risk policies, developing an understanding

of the operational and risk management context, managing risk accordingly.

Work Health and Safety

Workers have a positive duty to demonstrate commitment to safety. This includes taking reasonable

care for your own safety and others, participating with consultation arrangements and complying with

work health and safety legislation, policies, procedures and safety instructions.

Workplace Diversity

Comply with and participate in the organisations workplace diversity policies and procedures.

Training

Comply with and participate in the organisation’s training programs and policies, including participation

in mandatory training.

Performance Review

A performance assessment will be conducted within three (3) months following commencement of

employment.

At least every twelve (12) months, a performance review will be undertaken.


Job Demands Checklist

The purpose of this checklist is to manage the risk associated with the position in relation to the occupant. It may

be used to provide information about the position to a Health Professional required to perform a pre-employment

medical assessment. Identification of possible risk can also assist with the development of a training plan for the

occupant to ensure the risks are minimised.

Each position should be assessed at the site as to the incumbent’s (or future incumbent’s) WHS responsibilities

specific to the position. This form is to be completed in consultation with the manager/supervisor of the

position being recruited for.

Job Demands Frequency Key: I = Infrequent intermittent activity exists for a short time on a very infrequent basis O = Occasional activity exists up to 1/3 of the time when performing the job F = Frequent activity exists between 1/3 and 2/3 of the time when performing the job C = Constant activity exists for more than 2/3 or the time when performing the job R = Repetitive activity involved repetitive movements N = Not Applicable activity is not required to perform the job Note: any entries not assigned a value will be automatically set to "N"

PHYSICAL DEMANDS - Description (comment) FREQUENCY

I O F C R N

Sitting – remaining in a seated position to perform tasks X

Standing – remaining standing without moving about to perform tasks X

Walking – floor type: even/uneven/slippery, indoors/outdoors, slopes X

Running – floor type: even/uneven/slippery, indoors/outdoors, slopes X

Bend/Lean Forward from Waist – forward bending from the waist to perform tasks X

Trunk Twisting – turning from the waist while sitting or standing to perform tasks X

Kneeling – remaining in a kneeling posture to perform tasks X

Squatting/Crouching – adopting a squatting or crouching posture to perform tasks X

Leg/Foot Movement – use of leg and/or foot to operate machinery X

Climbing (stairs/ladders) – ascend/descend stairs, ladders, steps X

Lifting/Carrying – light lifting and carrying (0 to 9 kg) X

Lifting/Carrying – moderate lifting and carrying (10 to 15 kg) X

Lifting/Carrying – heavy lifting and carrying (16kg and above) X

Reaching – arms fully extended forward or raised above shoulder X

Pushing/Pulling/Restraining – using force to hold/restrain or move objects toward

or away from the body X

Head/Neck Postures – holding head in a position other than neutral (facing forward) X

Hand and Arm Movements – repetitive movements of hands and arms X

Grasping/Fine Manipulation – gripping, holding, clasping with fingers or hands X

Work at Heights – using ladders, footstools, scaffolding, or other objects to perform

work X

Driving/Riding – controlling the operation of a vehicle (e.g. car, truck, bus,

motorcycle, bicycle) X


SENSORY DEMANDS - Description (comment)

I O F C R N

Sight – use of sight is an integral part of work performance (e.g. viewing of X-Rays,

computer screens) X

Hearing – use of hearing is an integral part of work performance (e.g. phone

enquiries) X

Smell – use of smell is an integral part of work performance (e.g. working with

chemicals) X

Taste – use of taste is an integral part of work performance (e.g. food preparation) X

Touch – use of touch is an integral part of work performance X

PSYCHOSOCIAL DEMANDS - Description (comment) FREQUENCY

Distressed People – e.g. emergency or grief situations X

Aggressive and Uncooperative People – e.g. drug/alcohol, dementia, mental

illness X

Unpredictable People – e.g. dementia, mental illness, head injuries X

Restraining – involvement in physical containment of patients/clients X

Exposure to Distressing Situations – e.g. child abuse, viewing dead/mutilated

bodies X

ENVIRONMENTAL DEMANDS - Description (comment) FREQUENCY

Dust – exposure to atmospheric dust X

Gases – working with explosive or flammable gases requiring precautionary

measures X

Fumes – exposure to noxious or toxic fumes X

Liquids – working with corrosive, toxic or poisonous liquids or chemicals requiring

personal protective equipment (PPE) X

Hazardous Substances – e.g. dry chemicals, glues X

Noise – environmental/background noise necessitates people raise their voice to be

heard X

Inadequate Lighting – risk of trips, falls or eyestrain X

Sunlight – risk of sunburn exists from spending more than 10 minutes per day in

sunlight X

Extreme Temperatures – environmental temperatures are less than 15°C or more

than 35°C X

Confined Spaces – areas where only one egress (escape route) exists X

Slippery or Uneven Surfaces - greasy or wet floor surfaces, ramps, uneven ground X

Inadequate Housekeeping - obstructions to walkways and work areas cause trips

and falls X

Working At Heights – ladders/stepladders/scaffolding are required to perform tasks X

Biological Hazards – exposure to body fluids, bacteria, infectious diseases X


Employee Agreement

I have read the Position description and understand its contents, am fit and able to perform the duties

outlined in the Job Demands Checklist, and agree to work in accordance with the requirements of the

position.

Signatories Name Signature Date

Employee

Manager / Supervisor

Selection Criteria for the position

1. Extensive experience and a record of achievement in Customer Relationship Management in a

large and complex service environment, including relevant qualifications or equivalent

demonstrated experience. This includes demonstrated experience in managing complex

customer issues through to resolution.

2. Proven capacity to contribute to and implement strategic initiatives as they relate to stakeholder

engagement and the Demand Management pipeline, including the capability to plan, manage

change, improve performance and project manage.

3. Excellent interpersonal, influencing and negotiation skills with proven experience in engaging

and influencing key senior executives, stakeholders and customers.

4. Exceptional organizational skills and experience working in a high volume and demanding

professional environment with a capacity to priorities, multi-task, achieve business goals,

perform and always work with a customer focused approach.

5. Exceptional verbal, written, communication and presentation skills with the proven ability to

successfully interact with and produce both written and verbal reports to senior non-technical

staff.

6. Extensive knowledge and demonstrated experience across multiple ITIL v3 disciplines -

Service Strategy, Service Design, Service Transition, Service Operation and Continual Service

Improvement.

7. Capacity and willingness, including current NSW driver’s license, to travel to eHealth NSW

business and service locations throughout NSW, which may include overnight stay in regional /

remote areas.


Appendix 1 – SFIA Role Description

Customer Account Manager / Business Relationship Manager

The eHealth Customer Account Management team represents a single point of contact for C level

executives within NSW Health. Primarily the team represents Information Services on both Operations

& New business areas.

The role’s primary purpose is to contribute to the retention and growth of the nominated customer, or

portfolio of customers, by providing the key engagement and delivery interface within eHealth to

increase the value realised from ICT assets, investments and capabilities. It provides a holistic, end-to-

end service relationship and ensures all eHealth and customer deliverables are achieved with customer

satisfaction targets met or exceeded.

This role is expected to interact at a senior and strategic level, representing both Business and

Technical Owner interests.

Code Level Skill Description

RLMT Relationship Management The identification, analysis, management and monitoring of relationships with and between stakeholders. The clarification of mutual needs and commitments through consultation and consideration of impacts. For example, the coordination of all promotional activities to one or more clients to achieve satisfaction for the client and an acceptable return for the supplier; assistance to the client to ensure that maximum benefit it gained from products and services supplied.

5 Identifies the communications needs of each stakeholder group in conjunction with business owners and subject matter experts. Translates communications / stakeholder engagement strategies into specific tasks. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans (For example, may oversee the organisation’s promotional/selling activities to one or more clients to ensure that such activities are aligned with corporate marketing objectives). Negotiates with stakeholders at senior levels, ensuring that organisational policy and strategies are adhered to. Provides informed feedback to assess and promote understanding.

POMG Portfolio Management The development and application of a systematic management framework to define and deliver a portfolio of programmes, projects and/or ongoing services, in support of specific business strategies and objectives. Includes the implementation of a strategic investment appraisal and decision making process based on a clear understanding of cost, risk, inter-dependencies, and impact on existing business activities, enabling measurement and objective evaluation of potential changes and the benefits to be realised. The prioritisation of resource utilisation and changes to be implemented. The regular review of portfolios. The management of the service pipeline (proposed or in development), service catalogues (live or available for deployment) and retired services.

5 Ensures that programme/project leads and/or service owners adhere to the agreed portfolio management approach and timetable and that they provide the appropriate information to agreed targets of timelines and accuracy. Produces reports as appropriate for portfolio governance, including making recommendations for changes to the portfolio.


INOV Innovation The capability to recognise and exploit business opportunities provided by information and communication technology, best practices, methods and standards, to ensure more efficient and effective performance of organisations, to explore possibilities for new ways of conducting business and organisational processes, and to establish new services or businesses.

5 Actively monitors for, and seeks, opportunities, new methods, trends, capabilities and products to the advancement of the organisation. Clearly articulates, and formally reports potential benefits from both structural and incremental change. Encourages and motivates colleagues to share creative ideas and learn from failures.

SLMO Service Level Management The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets.

4 Performs defined tasks to monitor service delivery against service level agreements and maintains records or relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improves levels of service, and initiates or reports these actions.

CNSL Consultancy The provision of advice and recommendations, based on expertise and experience, to address client needs. May deal with one specialist subject area, or can be wide ranging and address strategic business issues. May also include support for the implementation of any agreed solutions.

5 Takes responsibility for understanding client requirements, collecting data, delivery analysis and problem resolution. Identifies, evaluates and recommends options, implementing if required. Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements. Seeks to fully address client needs, enhancing the capabilities and effectiveness of client personnel, by ensuring that proposed solutions area properly understood and appropriately exploited.

SEAC Service Acceptance The achievement of formal confirmation that service acceptance criteria have been met, and that the service provider is ready to operate the new service when it has been deployed.

5 Engages with technical design and project manager or Project Management Office, to ensure correct products are produced, in a timely fashion. Evaluates the quality of project outputs against agreed service acceptance criteria.

Skill descriptions taken from the SFIA6 Complete Reference Guide (SFIA Foundation).

Documents

Customer Account Management Realignment – eHealth€¦ · 20/05/2013 PFT Health Manager Level 3 $110,987 Cumberland 23/11/2015 Contractor n/a n/a Cumberland 12/08/2014 Contractor