Moving to Business as Usual. As products and functions are completed and enter productive use, particularly in the early- adopter areas, super-users maintain frequent contact until the users can demonstrate that the products and their use are stable, at which point routine support is handed on to the IM&T Helpdesk and Clinical Systems Support Office. If the product has been identified as carrying a responsibility to deliver specific benefits the change team will be required to monitor progress by means of the agreed metrics, handing this information on to PMO to do the numbers and assurance with the benefit owners prior to any ‘claims’ being confirmed. Operational review of all components is conducted periodically, ideally at three, six and twelve months after go-live of a product. This highlights any undetected requirement for retraining or change of use approach. It also allows us to uncover those benefits that have not been formally identified in the plans but which occasionally surface through routine use of a solution within the complex workflows we find within healthcare settings. As deployment staff move onto new projects it can sometimes be difficult to ensure that transitioned products are properly monitored so that business-as-usual reflects best possible practice rather than a gradual slide into sub-optimal use where benefits are wasted. For this reason we will ring-fence staff-time for the duration of the programme to keep reviewing and driving our new products to deliver their promised benefits.
