1. How does McKesson Support the Electronic Staff Record in Wales? Fiona Gregory Head of ESR Customer Relations McKesson 25 th April 2013

2. The NHS Electronic Staff Record (ESR)… …replaced HR systems 67 1,702 in-house 28 Payroll systems …is the complete workforce management tool for the NHS Terms and conditions Training history and qualification Absence history Occupational health information Training management and e-Learning delivery Single workforce IT system for a devolved NHS

3. The National Solution for the NHS in Wales and England 420 organisations paygrades Assignments an hour 1.4 million employees 250,000 allowances of the working population 12 million lines of custom code supported 2 million payslips per month 350,000 175,000 51.5 million lines of code and configuration 7% 300,000 joiners a year 265,000 leavers a year The World’s largest integrated HR & Payroll system

4. Support Structure Dedicated Client Relationship Manager Works closely with SIG Chairs Monthly Bulletin McKesson Information Point (MIP) Updates Bulletin Point of escalation

5. Support Structure McKesson Information Point (MIP) Logins available to all ESR Professional Users Updated constantly Service status User Notices User Manual Search engine

6. McKesson Information Point (MIP) A self help, knowledge based, content management system The first point of call for ESR system queries Self-register

7. Search for information using MIP Enter your search criteria Review the hit list of results Drill down to the detail

8. Find information using MIP Hover over the banner headings to show content Drop down boxes provide topic titles Drill down until you find the detail

9. Online User Manual

10. Service Status

11. How To Guides

12. So how does MIP help you? Example of query raised is: “I am trying to set up a new element to deduct car park fees from employees, can you give me instructions please?”

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16. Remedy 7 contacts per Organisation Payroll Providers dealt with separately Local Triage Meaning of Status (CC/CT/CR) Response times Information required

17. Remedy - The Teams First Line – Support Team – Manage all Service Requests raised – Triage the SR’s and categorise – First time fix – Attempt to replicate issue – Monitor trends and work with Incident Manager – Work with SLA Manager – Work with Monitoring Team

18. Remedy - The Teams Second Line – Support Team – Deal with the more complicated calls – Longer investigations – slower SRs – Use a copy of Production – Data fixes – Work with SLA Manager – Work with Design/Configuration Teams

19. Remedy - The Teams Third Line - the Design and Configuration Teams – Design Queries – Oracle Functionality – Enhancement requests – NHS configuration – Not Customer facing – Pass back to Support – Work closely with the NHS Development Team

20. Remedy - Satmetrix Questionnaire Customer Satisfaction Survey – Managed by a third party – Triggered every 30 days – Email triggered – CRM will contact – Important to McKesson – Drives the way we work

21. Remedy - Satmetrix Results

22. Remedy - Due Process What is the due process? – Request Update – Escalation – Responded Contact Denis if it fails Email - denis.leeming@mckesson.co.ukdenis.leeming@mckesson.co.uk Tel: 07785 973001

23. Remedy Housekeeping Customer Closure - It is your responsibility to mark these are resolved Customer Response - please respond as soon as possible Remember the 30 and 60 days rules - your SRs will be closed and we cannot reopen

24. Thank you / Diloch yn fawr