End-user support

What is end-user support?

End-user support for information systems covers:

• taking the requirements of end users into account in the specification, design, development, implementation and operation of information systems and services
• considering the support requirements of in-house users and, as appropriate, the general public
• ensuring that users are fully involved and supported in IT -related programmes of business change
• ongoing training and development facilities for end users
• provision of support facilities such as Help Desks for end users of information systems
• promulgation of policies and Codes of Practice on the use of in-house IS/IT facilities by staff.
  

Why is it important?

The ability to use IS/IT facilities in the work situation is an essential prerequisite for many jobs in the public sector. As public services are increasingly delivered through electronic media, the general public must also be regarded as end-users of public information systems. Information systems will not achieve their objectives and deliver the benefits expected of them if end users cannot or will not use them. You must ensure that all potential end users of your information systems are adequately prepared to use the IS/IT facilities provided directly, or through third parties such as channel services; and that the design and presentation of the IS/IT facilities encourages and facilitates their use.

The take-up and efficiency of use can be a major factor in the total cost of ownership of IS/IT facilities. Where an information system has a large number of users, such as for operational systems within the public sector, improvements in the efficiency of use can have a significant impact on the cost of operation of the system and the achievement of the benefits sought.

Consistency in usage of information systems and conformance with standards are essential to minimise support costs, and to derive maximum benefit from IS/IT-based facilities for communication and information sharing. If policies for IS usage are not properly promulgated and enforced, the organisation puts itself at risk of breaches of security and of its statutory responsibilities including those concerning data privacy and Freedom of Information.

Principles

The requirements of end users must be taken into account in the specification and design of information systems. End users can usefully contribute to the development of information systems, ensuring that their concerns are being addressed and that usability issues are built into development standards. Users should be involved in system testing and acceptance; and criteria for acceptance and customer satisfaction should include an end-user viewpoint.

Usability criteria should be incorporated into requirements and design documentation. Adequate attention should be paid to ergonomics and human factors in ensuring that information systems will be easy to operate, acceptable to the planned user population and fully integrated into the work processes and procedures of the business environment. Facilities which will be used on an everyday basis, such as a departmental Intranet, should be designed to be simple and intuitive to use, not requiring the user to make frequent reference to documentation or support staff.

Requirements for user support and training must be included in planning for IS implementation and service delivery. It should accommodate the needs of new users as they join the organisation or are transferred to different responsibilities. Where relevant, (especially for services to the public) consideration should be given to special user needs, such as support for disabled users, the environment and any special circumstances of systems use, variations in the medium and facilities of the user interface, and the different requirements of novice and expert users. Attention should be paid to the need for developing basic user skills such as keyboard operation and the ability to use a windows-based or touch-screen user interface. End-user skills must be maintained and refreshed as the technology and system facilities are changed and upgraded.

Those identified as potential end users of information systems must be made aware of the facilities available to them, and how to exploit them to best effect in the work situation. Knowledge of the facilities of specific software packages is not sufficient; users must be aware of local standards and procedures, and the ways in which software facilities are customised and integrated locally into business practices and processes.

Processes

You should establish processes which:

• involve end user representatives in the specification, design and development of information systems
• involve end users in the testing and acceptance of information systems following development and for subsequent enhancements and upgrades
• ensure that all end users are adequately trained to obtain maximum benefit from the operation of information systems, and that their skills are maintained and developed as the technology and

When IS facilities change:

• ensure that all new members of the organisation are adequately trained in IS as required to fulfil their business functions
• provide support to users through Help Desk facilities, documentation and on-line support facilities
• enable end users to provide feedback to business management and supply-side functions on the operation of IS facilities, and opportunities for their further development and improvement
• ensure that policies and Codes of Practice are properly disseminated to end users; that conformance with them is monitored and corrective action is taken if necessary
• ensure that all facilities, and especially those which will be used by the public, are ergonomically sound and easy to understand and use.
  

Competencies and roles

End users will need to develop the skills and competencies required for them to use and exploit the IS facilities provided. End-user skills will typically be required at several levels.

Basic skills
These are the skills required for basic operation of workstations and other user interface equipment. For most in-house users, these skills will include the ability to use desktop software facilities in the course of their day-to-day activities. These skills are typically those defined in the ITNTO framework as 'Use of IT'; details can be found at: www.e-skills.com/

The European Computer Driving Licence (ECDL) also covers end-user skills in the use of standard desktop package facilities; details can be found at: http://www.ecdl.com/main/syllabus.php

Advanced user skills
Those users who take on representative roles in IS specification, design and development, and who are involved in system testing and acceptance, will require additional skill development. Users who regularly access the Internet will need to develop skills in specifying search requirements and searching for information. Some end users may become local centres of expertise, providing advice and assistance to colleagues in their own work area; these users may benefit from additional training to bring on their 'mentoring' and support skills.

Specialist users
Users who work in specialist functional areas, or who are required to use application-specific software, will need training in the IS facilities relevant to their specialism.

The Contract Management Workbook provides related material in a stage based (easy to follow) format.

Further information

For detailed advice, see OGC's commercially published guidance: ITIL Service Support

See the checklist on End-user support