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Lean Program at CTS and Incident Management Notification Project.

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Presentation on theme: "Lean Program at CTS and Incident Management Notification Project."— Presentation transcript:

1 Lean Program at CTS and Incident Management Notification Project

2 CTS Lean Program Overview Lean Promotion Office Launched 11/2012 Supported by Lean Steering Committee and SharePoint Projects: o 2 Completed o 3 In Progress o Queue of Ideas in Pipeline Implementing Idea Management Solution (DRS Inspired) Challenge: 1 Trained Practitioner Customers Will be Involved in Projects

3 Incident Notification Project Update Incident Management/Notification Lean Project Customer Involvement from Labor & Industries and Social & Health Services Focus on improving communication about service incidents: – Timeliness – Completeness – Consistency

4 Incident Notification Project Update CURRENT: Major Incident opened and communicated when CTS discovers or customer phone calls/ s is primary method for communication When impacted, CTS Service Desk calls impacted agency Help Desks Out of Band solution in place only for disaster situations

5 Incident Notification Project Update ISSUES IDENTIFIED: While investigation underway: – Additional calls received – Customers may be unaware of issue until notification sent – Customers do not know if CTS has awareness Internal escalation Timing of notification, consistency of notification Out of band only set up for disasters is primary method for communication

6 Incident Notification Project Update PROPOSED CHANGES: Implement voice message for incoming phone calls “Kitting” of messages: early notice, consistency Additional rigor for internal escalation process Web-location to post Major Incident information Consideration of more robust out-of-band tool SUMMARY: sooner/clearer/consistent/regular/multiple channels

7 Incident Notification Project Update NEXT STEPS: 90 Day Report Out Internal updates and training External updates and training Implementation of changes Assessment at 6 months


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