Introduction


This article covers the various scenarios in smartphone management for Neighbourhood & Waste Services. Please ensure that the following guidelines are followed when raising a ticket with ICT to ensure that devices are managed correctly and that your service request runs smoothly, providing faster and more efficient services. This will save a lot of time and confusion in the long run.


Dedicated service requests have been put in place for Neighbourhood Services via the ICT Portal and can be accessed by clicking on Make a Request >> View All.





The following people currently have access to these requests.


John Kellet

Iona Davis

Adam Chery



Staff Leavers



 



When a member of staff leaves the council, it is ICT policy that their devices be returned to ICT at Rowan House so that any sensitive information can be wiped from the device(s) and any required updates can be carried out ready for the next user to adopt the device. Please follow the below process:


  1. Fill out a Staff Leaver Form via the ICT Portal
    • This is standard procedure when a member of staff leaves the council as stated in the HR documentation on COLIN
  2. Whilst filling out the form, ensure that any devices assigned to the leaver in question are listed under the appropriate fields
    • Asset Tags
    • Mobile Number
  3. Return the devices to Rowan House ICT following our returns policy
  4. Await confirmation from ICT that your devices have been returned


ICT will rebuild any devices which are returned and store them ready for re-assignment to another user. This is usually the person replacing the leaving member of staff. Smartphones and their accompanying mobile numbers can then be reassigned when a new starter process begins.



New Starters



When a new member of staff is confirmed to be hired, a previous member of staff's equipment can be re-assigned to prevent the need to purchase new devices. Assuming the above leaver process was followed, ICT should have a smartphone ready for re-assignment. Please follow the below process:


  1. Raise a New Starter, Staff Mover, or Staff Redeployment form via the ICT Portal
    • This is standard procedure when a member of staff is joining or moving within the council
  2. Whilst filling out the form, add an additional request at the bottom for a Smartphone Reassignment or Purchase Smartphone if dealing with a new role entirely
  3. Fill in the form and include all the required information
  4. Await further instruction from ICT regarding the smartphone collection


Upon receiving a new starter call, the request for a smartphone re-assignment will come through to the ICT helpdesk who will prepare the device for collection by the new user.



Replacing Smartphones



Due to the nature of the job, Neighbourhood & Waste Services are more likely to experience breakages and loss of devices. In order to replace smartphones quickly, ICT has arranged for a pool of backup devices to be purchased through the Crown Commercial platform and held in storage for the quick replacement of broken devices. This prevents the need to wait for an EE order to arrive and there's no effect on the existing EE contract upgrades.


If a phone cannot be repaired by a third-party repair store used by Neighbourhood and Waste Services and it's not accidental damage, follow the below process to arrange for a replacement phone from EE.


  1. Raise a Smartphone Replacement request via the ICT Portal
  2. Return the device to Rowan House following our returns policy
  3. Replace the broken device with one from stock
  4. Replace the phone with one from stock
  5. Note all the asset information in the raised ticket
    • This allows ICT to update the asset register
  6. Wait for ICT to confirm the replacement of the device and collect it from Rowan House to be placed back into stock


If a faulty device is returned to ICT, an advisor will inspect the device and determine whether the cause is accidental damage or a standard phone fault. 


Accidental Damages


These are not covered by EE and will have to be disposed of. A smartphone will then be taken from the emergency pool of devices and our asset database will be updated to reflect the change.


General Phone Faults


These are covered by EE and can be sent back for repair or replacement. Once the smartphone is sent back to us or repaired, it can be added back into the emergency pool of devices.



Emergency Pool Stock



In order to provide a quicker service for Neighbourhood & Waste Services, a pool of smartphones will be ordered from one of our suppliers (not EE) as quick replacement phones when one is faulty. Neighbourhood Services will keep track of the pool of devices and manage the handover of new smartphones between members of staff, following the procedures laid out above. If the emergency pool becomes low, a Neighbourhood & Waste representative from the list at the top of this article can then make the decision to purchase new devices using the Smartphone Stock service request.



The Process at a Glance



       



The list of mobile numbers, asset details and SIM details are listed in the attached sheet "Waste Phone Details" and can be used as a guide to confirm details.