Business Services


Business Services

The Business Services Team are now responsible for the day to day management of IT equipment for all NCL CCG staff, and are able to support new staff with collecting their IT equipment when they join the CCG, and arranging the return of IT equipment with staff when they unfortunately leave the CCG.

To make this process as streamlined as possible, two IT ‘PODs’ (points of delivery) have been established; one at Laycock Street and one at North London Business Park – where laptops (and other IT kit, such as monitors and docking stations) can be collected from, and where IT equipment can also be returned to. Members of the Business Services Team are often in the office and help with this.

Please note that the Camden GP IT team are no longer responsible for the issuing or collecting in of CCG staff laptops.

STARTERS

If you have a new starter joining your team, or you have recently had a WAP form approved, please contact the Business Services Team as soon as possible, via: nclccg.businessservices@nhs.net to let them know.

Line managers are asked to submit requests for IT equipment, via email, to the Business Services Team when they have their WAP approved, or at the latest, at the time of going to advert. Please also submit a completed and approved mobile phone request form, if required, at this stage too. Mobile phones should only be requested if there is a business need, above and beyond the use of Jabber and MS Teams.

The Business Services Team will then allocate your new starter with a laptop and any other requested IT equipment.

New starters are to collect their IT equipment from either POD (Laycock Street or North London Business Park); the core IT package available to staff includes the following:

  • Laptop and charger
  • And, on request, a monitor, keyboard, mouse, docking station and Jabber phone handset

We ask that line managers arrange the collection of IT equipment with their new starter, with support from the Business Services Team, ahead of the new starter’s first day with the CCG. Line managers should ideally meet their new starter in person on their first day. IT kit will be couriered by exception only.

This process is specific to IT equipment only; the responsibility for arranging for new starters to have an NHS email address and access to network folders remains with the line manager.

LEAVERS

If someone in your team is leaving the CCG, please ensure that all of their IT kit, including laptop, mobile phone, chargers etc, is returned to either POD, on or before their last working day. Line managers are asked to arrange this, with support from the Business Services Team. IT kit will be couriered by exception only.

Please note, IT kit does not need to be returned to the Business Services Team when an existing member of staff changes role, team or directorate, within the CCG. Please just advise the Business Services Team that a member of your team is changing role and the central asset register will be updated.

This process is specific to IT equipment only; the responsibility for closing your leaver’s NHS email address and access to network folders remains with the line manager.

DAMAGED OR BROKEN IT EQUIPMENT

If you find that your laptop is not working or is damaged or broken, please log a call with the IT Helpdesk nelcsu.itservicedeskanglia@nhs.net; they will assign the job to an engineer who will arrange a convenient date/time to discuss this further with you. The CSU IT engineers will only go to one of our sites once a call has been put through via IT helpdesk, the job is then allocated to the engineer who will attend site.

Please note, that it may be possible to work from a desktop PC whilst your laptop is being worked on by the CSU IT engineer, so no working days are lost. A short term spare laptop can be issued if the laptop cannot be fixed on site.

Any issues with mobile phones are to be raised with the Business Services Team via: nclccg.businessservices@nhs.net

Business Services are responsible for the day to day management of all laptops, mobile phones, chargers etc, as well as supporting line managers with the issuing out and return of laptops and managing a central asset register – this means that laptops will no longer be ‘owned’ by teams or Directorates.

Responsibilities of line managers

  • Starters and leavers
    o Starters are to collect their IT equipment from either POD (line managers are to arrange this, with support from Business Services, ahead of the new starters first day)
    o Leavers are to return all their IT equipment including laptops, mobile phones, chargers etc to either POD (line managers are to arrange this with support from Business Services)
  • Line managers are to submit requests for IT equipment to Business Services at time of WAP approval or, at the latest, at the time of going to advert

Responsibilities of Business Services

  • Business Services are to oversee the issuing out and return of all IT equipment (including laptops, mobile phones, chargers etc), working with line managers
  • Business Services will manage a central asset register of all IT equipment
  • Business Services are responsible for the day-to-day management of all CCG laptops, mobile phones, chargers etc.

 

NCL CCG now has a dedicated enquiries mailbox – nclccg.enquiries@nhs.net This is a public facing mailbox for residents, stakeholders and any other members of the public to contact the CCG.  

The enquiries mailbox is manned on a rota basis, Monday-Friday, by the following staff: Jan Williams, Kadiatu Bashiru and Maria Daly.

This new mailbox replaces all legacy CCG enquiries mailboxes, which have been auto forwarded to this new mailbox, before being eventually closed.

If you receive a general enquiry directly, please send it onto nclccg.enquiries@nhs.net where it will acknowledged and passed onto the relevant team for response.

If you have any questions, please contact a member of the team, who will be happy to help.

NCL CCG has a single ‘NCL CCG Complaints Policy’; this policy is to be used by all staff working across NCL CCG and replaces all previous complaints policies. You can view the policy here.

The policy outlines what we expect from staff in terms of their roles and responsibilities, describes the complaints process in step by step detail, as well as detailing which complaints we deal with and those that we do not.

Broadly, if a member of public has a complaint relating to NHS services, and we have commissioned these services, we will either:

  • deal with the complaint ourselves, following the new NCL CCG Complaints Policy, or
  • send the complaint to the relevant provider to deal with the complaint, if that is more appropriate.

In either case, we need consent from the complainant in order to proceed.

We are introducing a new process to manage MP enquiries and complaints from 1 June. All MP enquiries and complaints will be managed centrally by the CCG complaints team.

If you receive an enquiry or complaint from an MP directly or via any shared mailboxes, please send them to nclccg.complaints@nhs.net as soon as possible. The team will make sure it is logged and tracked to completion. This will ensure that we are responding promptly and consistently to MPs and that we are not duplicating work across the CCG.

The Complaints team supporting the dedicated inbox and new processes are Brett Vallance, Jan Williams and Maria Daly. Importantly, directorate staff will continue to provide content for many of our responses, so your awareness of the process and help in responding to requests for information will be much appreciated.