IM/IT Client Care...

The use of informatics is a key strategy that enables nearly all public and private sector organizations to achieve their missions. Too often there is no current, long term Informatics Plan that encompasses all technology strategies and plans for all groups within the organization. Further, there is usually no defined and established Informatics Planning Process to update said plan on annual basis to take into account new priorities/needs and advances in technology. This lack of a thorough informatics needs assessment results in serious problems, all of which affect productivity: downtime because of incorrect / inefficient network configuration; insufficient memory; software incompatibilities; inability to provide adequate support; inability to properly train; and an inability to provide planned service to clients.

IT Client Care provides an integrated approach to ensuring organizations exploit the full potential of their IT Resources.

• IT Planning provides a Planning Model and Process that can be used to develop and maintain a long term Informatics Plan for organization.
• IT Support Structure provides a model Informatics organization structure, together with the key roles and responsibilities needed to effectively support the organization.  It also outlines implementation options and the benefits of this organizational structure.
• Service Level Management defines the informatics support services required by a branch over the course of the fiscal year.  It provides the means to ensure that these services are delivered on time, within budget and according to agreed upon service standards.
• Integration Strategies provide the means to ensure that the IM/IT Client Care approach becomes self-sustaining.

IT Client Care has several benefits:

• It provides the ability to ensure that the daytoday informatics activities and allocation of resources within the organization are optimized to meet both business and informatics goals.
• It is a framework for informatics decision-making throughout the organization that provides guidance to all staff to make IT decisions that are in line with organization aims and strategies
• It establishes the lines of authority that enable management to exercise a necessary degree of control over the informatics organization. Specifically, it eliminates duplication of effort in developing applications or other informatics solutions that are needed by all core business lines. The cost savings realized by combining or eliminating overlapping informatics projects can be applied to other pressing organizational needs.  
• It ensures informatics services and the allocation of resources are optimized to support the business and informatics objectives of the branch;
• It provides the ability to proactively identify and deal with issues that can seriously effect the productivity of staff or efficacy of applications;
• It improves communication and co-operation between informatics staff and their clients;

The following published articles provide more information on IM/IT Client Care:

Informatics Planning Model

Informatics Roles and Responsibilities In a Public Sector Organization

Informatics Problems tackled through Service Level Agreements

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rev. 20 September, 2011