4: Large NHS Hospital Trust

Opimise was hired to improve IT support's structure and service as provided by two recently merged NHS trusts.

The Backdrop

AP Transition

Despite detailed ticket analysis clearly identifying the need for AP across all teams, due to the size of the organisation and the tool in use not supporting standard AP, basic AP was introduced only to the extent of two key new statuses, to facilitate ticketed communication and team collaboration.
Focus Framework-aligned Operating Procedure manual was introduced for front-line teams.

Conclusions

Confirmed from subsequent research, Contribution Recognition is often even more compelling to managers than Activity Prioritisation.
Larger organisations usually have a spectrum of non-standard statuses that have been added to their service tool ad-hoc over the years. The Focus Framework status-set can't simply be dropped in as it can in smaller organisations. Moving to Consistent Status Management (CSM) as the foundation for how teams work must be coordinated as a formally sponsored project involving Organisational Change Management.
The more compelling nature of standard AP (sAP) - it simplicity with far greater benefits - makes the CSM decision much easier in larger organisations.
These realisations led to pushing ahead with the Focus Framework's development and formal introduction.