Tuesday, 10 October 2006

Unresolved Help Desk Calls + Motivation = Change? (part 1)

No, I've not gone mad (always been that way)... Today I wanted to write about an idea I had that has today moved from theory into practice.

A little background. We don't have enough staff working in the IT department at my council. We're constantly wrestling with trying to balance project work, helpdesk calls, systems maintenance, and other corporate administrative duties that we may have. Since Gershon's Efficiency Review people (i.e. senior management) have looked to save money from all areas INCLUDING IT, instead of recognising that IT requires investment to help alleviate issues in other areas; but now I am digressing... back to prioritisation. It's tough. When the balance is tipped and you get to a stage where most of the help desk calls have breached the internally accepted SLA priority and the backlog is increasing instead of decreasing, it inevitably leads to a pretty demotivated team.

So... the big question that needed to be answered - what could I do in my non-management capacity to improve things for users, my colleagues, and myself? I should add a small proviso: 'given the restricted resources available'.

I don't know if any of you have seen Spendaholics or Supernanny on TV recently - but I watch them both with interest as I find them excellent lessons in the people side of change management (something I'm keen to develop). (Unlike, I might add, 'How Clean is your House' which I watch to reassure myself that I do some housework ;) ) One night, whilst drifting off to sleep, the solution hit me... slap bang in the forehead.

To find out what hit me in the forehead, see me tomorrow!


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