CareWorks Adult s User Group Minutes

Transcription

1 CareWorks Adult s User Group Minutes Held on Tues 25th Sep 2012 at the CareWorks Warwick office Table of Contents CareWorks Adult s User Group Minutes... 1 TABLE OF CONTENTS... 1 ATTENDEES... 2 APOLOGIES... 2 CAREWORKS UPDATE (PETE S INITIAL FOCUS)... 2 PRODUCT ROADMAPS... 2 CUSTOMER PORTAL... 3 CUSTOMER EARLY ACCESS PROGRAMME... 3 SERVICE CATALOGUE / HOURLY CALL OFF SERVICE... 3 HOT FIX POLICY... 4 NEW PROCESS FOR REQUESTING SERVICES... 4 CUSTOMER UPDATES... 4 USER GROUP TERMS OF REFERENCE... 4 BUG OR ENHANCEMENT?... 5 ENHANCEMENT PROCESS... 6 WORKING GROUP FOR REPORTS... 6 WORKING GROUP FOR CITIZEN PORTAL... 6 DEVELOPER (CUSTOMISATION) LICENCES... 7 NEXT MEETINGS... 7 CAREWORKS ACTIONS... 7 CUSTOMER ACTIONS... 7 ATTACHMENTS... 8

2 Attendees Cheshire East Council Nathan Allcock, Business Management and Challenge Staffordshire County Council Jan Cartman-Frost, Senior Project Manager Sharon Turrell, Business Manager Tim Ray, Performance Manager Wakefield Council Alison Booth, Project Manager Trish Taylor, Change Manager West Berkshire Council Rob Sweetman, RAISE Systems Administrator CareWorks Emma Poyser, Training Consultant Geraldine Murphy, UK Product Manager Paul Boland, Account Manager Pete Houselander, UK Managing Director Apologies Bournemouth Borough Council Sally-Ann Webb, Business Planning & Policy Manager Coventry City Council Scott Taylor, Head of Business and Continuous Improvement Stockton-on-Tees Borough Council Martin Ansell, System Development Manager Tim Whitfield, Performance Development Officer (ACMS Project Manager) CareWorks Update (Pete s Initial Focus) Pete will take opportunities to visit customers and/or have discussions whenever possible. If customers would like to speak with him about anything, then feel free to contact him any time. He is keen for customers to get together and talk and for CareWorks to be open and honest about what is available, what can be done, what our processes and road maps look like, etc. Product Roadmaps CareWorks will share product roadmaps for a rolling 18 months. Geraldine showed the proposed format and got valuable input which has since been included (Revised format attached). All core product developments will be included in the product roadmap. Customers were not familiar with the development process. Some new customers were invited to a Sprint Review without any context or knowledge of the process. All bugs that are reported up to the cut-off date are automatically included in the next release. Customers asked for more detail on feature and bugs in the release notes to explain what the implications or impact of the fix is, so that

3 it s easier to determine how important the fix is to them. All bugs that are reported up to the cut-off date are automatically included in the next release. Action: CareWorks will document and share the development process. Action: CareWorks will create an Induction Programme for new customers. Action: CareWorks will include more detail on new features and bugs fixed in release notes. Customer Portal CareWorks are working on a new customer portal which will have one login for both the Portal and Helpdesk, and asked for customer input on content. The following is the list of requested items: Documentation Training Manuals, Release Notes Roadmap, Enhancements, Use Cases, Policies, Development Process Customer Induction News and Events User Groups, Conferences Forum Discussion Library Reports, Workflows, Customer Training Guide, Electronic Documents Support Calls (Reported Bugs across the Customer Base), Searchable Knowledge Base? Networking Contacts in other Authorities Pete explained that CareWorks will make an announcement on any known critical issues that arise and share an intended fix date. New helpdesk reports have recently been developed and will be shared going forward. Customers were asked if they wanted to have events/meetings without CareWorks present. The group felt that it would be useful to have discussions with CareWorks in the room to ensure everyone is on the same page and work together. Pete asked customers to be open and honest with us, even if it s bad news. Action: CareWorks will communicate a target date for the new customer portal. Action: CareWorks will communicate any business critical issue identified in software to all customers. Customer Early Access Programme CareWorks is creating an Early Access Programme which all customers will be invited to participate. This will involve customers at all stages of the development process. Local champions and front end users are perfect candidates for the Early Access Programme. Action: CareWorks will share the documented draft of the Customer Early Access programme for customer input. Service Catalogue / Hourly Call off Service A service catalogue is being put together to share with customers to show the types of service we offer. CareWorks asked if customers would be interested in an hourly call off service that could be used for mini-training or consultancy, demonstration on an area of the system, advice, etc. The group determined that this would be helpful.

4 Action: CareWorks will share the service catalogue and create an hourly call off service Hot Fix Policy CareWorks shared their Hot Fix policy (attached). They also have documentation to share on definitions of release versions. Action: CareWorks to share documentation on the definition of release versions. Customer feedback is that in the past, a hot fix has been applied and lost in an upgrade. CareWorks need to keep a record of hot fixes that have been applied at which sites, and for these to be reapplied if necessary after upgrade. The customer also needs to maintain awareness for upgrade planning to ensure they upgrade to a version that contains their hot fixes Geraldine explained that this is now tracked internally. The internal system contains version numbers for each site. Now the process is that any hot fix issues are automatically included in the next release, so hot fixes should not be missed going forward. CareWorks will double check the process to ensure that it is tight, and that hot fixes will be included in future releases, so they do not need to be repeated after upgrades. It should be appreciated that timing can result in a hot fix applied to an earlier version shortly before a new release will not immediately be in the new release. A similar log needs to be kept where a site has specific configuration on servers etc, external to the product, so that these settings are not lost at upgrade. Action: CareWorks will double check process for the management of hot fixes across versions, document and share Action: CareWorks will review how existing configuration settings are recorded for upgrades New Process for Requesting Services All Service Requests for training, consultancy, etc needs to be submitted through the service/support desk, who will then direct to the right people/department to process. Customer Updates Each authority shared an update with the group on their local activities. Action: Wakefield to share their Training pack/processes with CareWorks who will share with other customers. It was asked if support team have contact with customers to understand context and empathy of business issues. Aidan is invited to user groups (unfortunate he couldn t attend this one). User Group Terms of Reference The User Group is for customers. Chair - The group was asked if they would it to be chaired/run by customers. Their preference is for CareWorks to chair and keep action based minutes.

5 Agenda items there may be a broad framework in terms of a structure to keep to, but CareWorks should not be setting the whole agenda. Customers will decide what needs to be included on the agenda. CareWorks will send out a basic agenda for customers to review and add to prior to the meeting. Location Warwick seems to be most central for the most of the population. Having a webinar in between meetings would be more inclusive for those who can t travel. It may be a shorter meeting for two hours. Frequency 2 per year face to face, and a suggestion of having an online meeting between the face to face ones to feed back in (2 per year also). Agenda Content Customers would be happy to present a 30 min slot on a given topic. For example, if a customer implements a citizen s portal, to present a slot on their experience and methods, etc. Standing Items Update from CareWorks, update from customers, presentation with a theme from a customer, road map update and elements of new product items, demonstrations on these, any serious issues that need discussion. Support statistics would be of interest as a standing item, as the perception can be different to the statistics and this sparks discussion. Representation from the support desk would be important too. Guest speakers particularly if there are initiatives or policies that could be informed by an external attendee. Actions will be mainly CareWorks, but there will be some actions that customers will need to be involved in. Communication will be done using initially, then the customer portal will be used. It will start with monthly basis and can be changed in frequency as time progresses. Sub-Groups Sub working groups can spin off from and report into user group for example: Enhancements, Finance, Legislation and Statutory reports. The group expressed interest in a Legislation/Statutory Reporting Sub-Group. Action: CareWorks will initiate the set-up of a Legislation/Statutory Reporting Group. Bug or Enhancement? Pete explained the most simplistic view is to consider if the system was like that when it was bought and needs to be changed, it s an enhancement, other than obvious software bugs such as a date field is not holding a date.

6 Enhancement Process CareWorks shared the new enhancement process with the group. The timeline was extended to facilitate customer review (attached). The end result will be a shared prioritised separate list for children and adults. There are four commissioning model: - CareWorks will fund some for CareDirector - User group may decide to purchase additional enhancements - An individual authority can directly fund items - Some may be configurable with developer licence - User Group funding to purchase enhancements Generally, if something goes into the product, it should be available to everyone. There may be some exceptions to this where CareWorks will sell additional features. CareWorks also contribute to the list as tenders are constantly reviewed. Existing customers will benefit from these suggestions as well. It was decided to Have separate lists for children s and adults. All authorities will have one vote irrespective of size. There will not be a vote down option. There is no opt out model Group funded development will be apportioned by number of users Questions from Martin at Stockton This process will be used for all existing enhancements. The group pointed out that some existing enhancement requests are statutory requirements. Action: Customers will review existing enhancement requests, create business cases for relevant ones and close any others. Action: Customers will research locally as to whether they are able to be part of a collaborative funding group. Action: CareWorks will add a new incident category for Statutory Requirements Working Group for Statutory Reports It would be good for customers who learn of new initiatives to feed into the user group as a more proactive approach to what s coming and to keep ahead of the game. Some customers develop their own reports. Ideally, the user group should be able to agree what the guidance means, and to come up with a standard set of reports to be developed for all customers to use instead of building their own. Working Group for Citizen Portal It would be useful to link in with authorities who are looking at the citizen portal and developing it. Staffordshire have some dates for an exploratory workshop with CareWorks. Wakefield s timescales

7 are very similar to Staffordshire s. Cheshire East had a live portal for some time that was very successful for the time it ran. A lot of work was done and is still relevant. Tim Dolby from DOH was a consultant who worked with Cheshire East. Cheshire East will share what they have done. The live service was around resource directory. The second part (wasn t live but was spec-ed) was more around citizen end of it. Action: Cheshire East will share their portal documentation. Developer (Customisation) Licences Customers would like to know what can be configured/developed without a developer licence, and what is included within the developer licence. Configuring / customising what s the difference? Action: CareWorks will set up a customisation webinar, to set context and explain what customisations are and what is possible. Action: CareWorks will provide documentation on the developer (customisation) licence and configuration to outline the difference and what is covered in the scope of each. Next Meetings The next meeting is scheduled for Tuesday 19 th March 2013 at 11am in Warwick. The subsequent meeting has since been scheduled for Tuesday 24 th September CareWorks Actions 1. Action: CareWorks will document and share the development process. 2. Action: CareWorks will create an Induction Programme for new customers. 3. Action: CareWorks will include more detail on new features and bugs fixed in the release notes. 4. Action: CareWorks will communicate a target date for the new customer portal. 5. Action: CareWorks will communicate any business critical issue identified in software to all customers. 6. Action: CareWorks will share the documented draft of the Customer Early Access programme for customer input. 7. Action: CareWorks will share the service catalogue and create an hourly call off service 8. Action: CareWorks to share documentation on the definition of release versions. 9. Action: CareWorks will double check process for integrating hot fixes, document and share 10. Action: CareWorks will review how existing configuration settings are recorded for upgrades 11. Action: CareWorks will initiate the set-up of a Legislation/Statutory Reporting Group. 12. Action: CareWorks will add a new incident category for Statutory Requirements 13. Action: CareWorks will set up a customisation webinar, to set context and explain what customisations are and what is possible. 14. Action: CareWorks will provide documentation on the developer (customisation) licence and configuration to outline the difference and what is covered in the scope of each. Customer Actions 1. Action: Wakefield to share their Training pack/processes with CareWorks who will share with other customers.

8 2. Action: Customers will review existing enhancement request, create business cases for relevant ones and close any others. 3. Action: Customers will research locally as to whether they are able to be part of a collaborative funding. 4. Action: Cheshire East will share their portal documentation. Attachments 1. Meeting Slides 2. Roadmap Template 3. Hot Fix Policy 4. Enhancement Process 5. Business Case Template