Digital maturity self-assessment guidance

ContentsExecutive Summary...............................................................................................................................1

1. Introduction and context...............................................................................................................2

2. Objectives of the Digital Maturity Assessment..............................................................................2

3. How will the completion of a Digital Maturity Self-assessment support these objectives?..........3

4. What is a Digital Maturity Index?..................................................................................................3

7. How will the outputs from Digital Maturity Self-assessments be used?........................................4

8. What are the key dates in the process?.........................................................................................4

9. How has the assessment framework and associated tool been developed?.................................4

10. How will the information reported in the Digital Maturity Self-assessment process be validated?..............................................................................................................................................5

11. How often will the Digital Maturity Self-assessment process be repeated?..............................5

12. How will the digital maturity framework be developed in the future?......................................5

13. How is the assessment framework structured?.........................................................................6

14. Staff Survey................................................................................................................................6

15. When is a Digital Maturity Self-assessment required?..............................................................7

16. How is a Digital Maturity Self-assessment completed?.............................................................7

17. Who should be involved in a Digital Maturity Self-assessment?...............................................8

18. What support will be available for completing the Digital Maturity Self-assessment?..............8

Annex A: Indicative Evidence Sources...................................................................................................9

Executive Summary

Digital will be central in addressing the challenges and realising the opportunities we face in health and social care, and it will have a key role in the ways that we improve health and wellbeing outcomes through tailored, person-centred care. Using digital technology and sharing data more effectively between care settings and professionals at the point of care, as well as enabling citizens to digitally access health and care services and information, are critically important to achieving the ambitions set out in Scotland’s Digital Health and Care Strategy. It is essential to securing safe and sustainable health and care that supports healthier living, delivering practical benefits for professionals and people in Scotland.

In digitally mature health and care economies around the world, professionals are able to operate paper-free at the point of care, enabling new workflows to support collaboration and continuity of care. Through accessing the best current knowledge, identifying signs of early deterioration and intervening proactively, professionals recognise and reduce unwarranted variation and risk. Digital record systems increasingly incorporate person recorded health and care information and personal preferences. Professionals and the public make more informed decisions and better choices, improving outcomes and efficiency.

Organisations are being invited to complete a Digital Maturity Self-Assessment Survey in order to establish the baseline position regarding the effective use of information, technology and systems by health and care professionals at the point-of-care.

This document is intended to provide guidance to Integration Joint Boards, Health Boards and Local Authorities on the completion of the Digital Maturity Self-Assessment Survey. It will also inform other organisations in the health and care system that will have an interest in the outputs of the exercise from a range of perspectives - individual, local, regional or national. This document sets out the purpose and objectives for the Digital Maturity Self-assessment, provides an overview of the structure of the assessment and the online tool that will support the process, and details of how the self-assessment will work in practice.

Due to the current structure of service delivery, we are asking NHS Boards to take the lead role for completing the digital maturity self-assessment for services they deliver, and asking Integration Authorities working in close collaboration with their Local Authority partners to agree who can best take the lead for completing the self-assessment for those social care services delivered by Local Authorities. Integration Authorities overall will have a lead role in providing assurance that relevant health and social care stakeholders have contributed to the self-assessment process being undertaken and will benefit from understanding the baseline position from which to build their digital plans. This in turn will support local planning, including prioritisation and investment decisions.

Completion of the common questions sets provided by the self-assessment will also facilitate the benchmarking of progress, and the sharing of learning and collaboration between organisations, resulting in transparency of digital maturity in health and care across Scotland.

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1. Introduction and context 1.1. In April 2018, the Scottish Government, in partnership with COSLA and NHS Scotland,

published their strategy ‘Scotland’s Digital Health and Care Strategy: Enabling, Connecting and Empowering1’. The strategy sets out Scotland’s vision for how health, social care and wellbeing services can be enhanced and transformed through the use of digital technology.

1.2. The Digital Health and Care strategy is aligned with the wider public sector digital strategy, ‘Realising Scotland's full potential in a digital world: A Digital Strategy for Scotland2,’ putting digital at the heart of everything we do. Our aim is to digitally empower the people of Scotland to better manage their health and wellbeing, to live independently and access health and care services.

1.3. To achieve this at scale requires digital data collection at the point of care, information governance building blocks which enable effective flow of information across the whole health and care system, adoption of key standards that support interoperability, readiness to embrace digital as an enabler of transformation and professional leadership.

1.4.Currently, there is limited insight, nationally or locally, about the level of readiness for digital transformation in health and social care services (including commissioned services), whether the necessary leadership, culture, skills, capability and infrastructure are in place, or what variation may exist across the country.

1.5.One of the stated aims in Scotland’s Digital Health and Care Strategy is to develop and roll-out an assessment of digital maturity across health and social care services and identify areas for improvement and support.

1.6.Analysis of digital maturity data has shown that the likelihood of better care outcomes, as indicated by a higher Care Quality Commission rating for an NHS Trust was generally associated with better use of digital technology.

2. Objectives of the Digital Maturity Assessment 2.1. The development of a Digital Maturity Self-Assessment aims to baseline, measure and

enable ongoing monitoring of the readiness of NHS Scotland, Local Authorities and Integration Authorities to exploit current and future digital capability and opportunities to underpin the delivery of the vision as set out in Scotland’s Digital Health and Social Care Strategy

2.2. The following objectives for the Digital Maturity Self-Assessment process have been identified

create, provide and administer a self-assessment framework to support the delivery and evidence achievement of digital transformation across health and social care services in Scotland

establish a set of indicators that help show how far health and care services in Scotland have progressed in terms of delivering digital capabilities such as electronic patient

1 http://www.gov.scot/Resource/0053/00534657.pdf2 http://www.gov.scot/Resource/0051/00515583.pdf

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records, digital social care records, electronic prescribing, integrated digital care and deployment of other technologies that enable innovative and flexible delivery of care at any location and use of data collected at the point of care

measure the extent to which health and social care services are ready for, or already supported by, the effective use of digital technology and data

Identify key strengths and gaps in the adoption and use of digital services and processes, and offer an initial view of the current ‘baseline’ position across Scotland

allow progress to be tracked over time, particularly with respect to the effective interoperability and integration of health and care information captured at the point of care

identify key areas for priority digital improvements and investment

2.3. Further objectives may be identified in subsequent iterations as the assessment model evolves. Adopting a phased approach gives us the opportunity to learn from the experience of initial completion, obtain feedback and identify the changes needed to support these additional objectives from 2019 onwards.

3. How will the completion of a Digital Maturity Self-assessment support these objectives? 3.1. By completing a Digital Maturity Self-assessment, organisations will have a comprehensive

baseline and will, over time, develop an understanding as to progress made. This will give a clear basis for planning, prioritisation and delivery within and across organisations and support strategic decision making going forward.

3.2. By looking across self-assessments within a geographic footprint Integration Authorities will have a comprehensive baseline understanding as to the position on digitally enabled integrated health and care services at the point of care within the local area, and the further progress being made over time.

3.3. The self-assessment will enable organisations to understand and learn from those who have optimised and exploited what is often the same core technology to deliver a higher level of benefit.

4. What is a Digital Maturity Index? 4.1. A Digital Maturity Index is the summary set of results from the self-assessments expressed

as a percentage score for the sections on readiness, capability and infrastructure and presented in a way that shows where good progress has been made and where there are gaps nationally. It is not a league table of results.

4.2. The aggregation of individual self-assessments into a Digital Maturity Index will enable a clear picture to emerge of the relative progress of one organisation against peers. This presents substantial opportunities for shared learning and co-ordinated progress.

4.3. The publication of an overall Digital Maturity Index will also enable year by year progress towards the ambition of becoming digital at the point of care to be demonstrated.

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5. How will the outputs from Digital Maturity Self-assessments be used?5.1. To support transparency and openness, an overall Digital Maturity Index will be published

nationally, created from the individual Digital Maturity Self-assessments. This will allow progress at a regional and national level towards the goal of digital at the point of care to be monitored. Although there is no requirement to do so, we would encourage local publication of individual self-assessments. Although there is no requirement to do so, we would encourage local dissemination of individual self-assessments

5.2. The outputs will be used to review, shape and re-design services using the correct resources in the right place and at the right time as part of the new digital health and social care strategy.

6. What are the key dates in the process?6.1. The key dates to note are set out below ():

May 21st 2018 CEOs and Chief Officers asked to nominate lead respondent to complete self- assessment for health and social care services

May 31st 2018 Name and contact details of lead respondents confirmed

July 31st 2018 Digital Maturity self-assessment pilot completed by NHS Fife, Fife Council, NHS Western Isles and Comhairle nan Eilean Siar as early adopter sites

3rd September 2018 All NHS Boards and Local Authorities invited to complete a Digital Maturity Self-Assessment

30th November 2018 Digital Maturity Self-assessment completed by all organisations

1st December 2018 – 31st January 2019 Analysis and validation of results February 2019 Publication of results to NHS Boards, Local

Authorities and Integration Authorities

7. How has the assessment framework and associated tool been developed?7.1. A digital maturity assessment framework was developed by NHS England in collaboration

with academic partners, and was implemented in 2016 to assess digital maturity across acute, community, mental health, specialist and ambulance providers. The assessment process was repeated at the end of 2017. Analysis of digital maturity data has shown that the likelihood of better care outcomes, as indicated by a higher Care Quality Commission rating for an NHS Trust was generally associated with better use of digital technology. NHS England has also used the findings from the digital maturity assessment to identify areas for improvement and to target national financial investment.

7.2. NHS Wales adapted the framework to assess digital maturity across its Health Boards and Trusts and the framework is currently being implemented in the Republic of Ireland.

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7.3. The Local Government Association in England also adapted the framework to assess digital maturity of social care services in 2016.

7.4. Based on advice from an External Expert Panel and Scottish stakeholders involved with development of the Digital Health and Care Strategy, a decision was made to use the same assessment framework as other UK countries. We have therefore collated and adapted these existing self-assessment surveys to meet Scotland’s requirements, whilst retaining the same model.

7.5. The scope of the self-assessment is shown in the table in Section 11. The model is focused specifically on the digital maturity of health and social care service provision. It has been developed to complement other models that assess broader organisational digital maturity, such as those promoted by the Digital Directorate and Local Government Digital Office, assessments of system maturity such as SCIROCCO, or international proprietary benchmarking tools such as HIMSS. We would encourage individual organisations to use these other models as well as part of wider system and organisational improvement.

8. How will the information reported in the Digital Maturity Self-assessment process be validated?8.1. We are currently considering a range of options to further validate the tool and to ensure

that the self-assessment undertaken by individual providers is sufficiently robust.

8.2. Going forward we intend to explore the potential for a peer led validation process to complement the self-assessment and external audit.

9. How often will the Digital Maturity Self-assessment process be repeated?9.1. It is intended that the self-assessment is completed every 18-24 months as progress is

made towards delivery of digital health and care strategy ambitions.

10. How will the digital maturity framework be developed in the future?10.1. Whilst retaining a consistent understanding of progress against the original baseline, the

tool will be developed over time as the operating environment, models of care and capability of information technology to support ongoing improvement is enhanced and deepened.

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11. How is the assessment framework structured?11.1. The framework is structured as below. The questionnaire element of the tool is structured

around these sections and sub-sections:

Sections Sub sections DescriptionReadiness Strategic alignment

Leadership Resourcing Governance Information governance Skills and Competences

An assessment of the organisation’s ability to plan, deliver and optimise digitally enabled service transformation at the point of care.

Capabilities Records, assessments and plans Transfers of care Orders and results management Medicines management and

optimisation Decision support Remote and assistive care Digital channels Asset and resource optimisation Business and clinical intelligence Standards

An assessment of the digital capabilities available to that organisation and the extent to which those capabilities are available and being optimised across the organisation as a whole and are supporting delivery of integrated health and care services.

Enabling Infrastructure

An assessment of the extent to which the underpinning infrastructure is in place to support delivery.

11.2. Health Boards and Local Authorities will complete the self-assessment based on the same framework. It is recognised that not all parts of some sections will apply to all organisations. The framework is therefore customised so each organisation is only presented with questions which are relevant to the services they deliver. Over time, the responses will help to refine the assessment by identifying where particular questions can be omitted for specific organisations.

12. Staff Survey12.1. The self-assessment framework includes a hyperlink to a short staff survey. The link can be

distributed via email, intranet, messenger and any other method capable of transmitting text.

12.2. The questions within the Staff Survey represent a selection of questions from across the main Digital Maturity Assessment sections that have been chosen on the basis of their suitability to being answered by staff at all levels of the organisation.

12.3. The Staff Survey provides a simple, convenient way to assess front line staff perceptions of your organisation’s digital maturity, designed to promote the participation of staff at all operational levels of your organisation. Completion should take no more than 5 – 10 minutes and is completely anonymous.

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12.4. The Digital Maturity Staff Survey assessments do not impact on your organisation’s score and detailed results are only available to an organisation’s lead respondent.

13. When is a Digital Maturity Self-assessment required?13.1. All NHS Boards and Local Authorities providing digital services to support acute,

community, mental health, primary care and social care services as well as national boards providing direct clinical care services in Scotland will be invited to complete a Digital Maturity Self-assessment.

13.2. Where an organisation provides services in multiple care settings, and is at different stages of digital maturity for each of them, a separate self-assessment can be submitted for each care setting. It is strongly recommend that the majority of the Capability sub-sections are completed separately for each care setting even if a single self-assessment is completed for sections on organisational readiness and enabling infrastructure.

14. How is a Digital Maturity Self-assessment completed?14.1. The assessment is completed via a dedicated online tool. A username and password will be

sent to the nominated lead respondent from each organisation.

14.2. Respondents can choose whether or not to complete the assessment in one go or in stages, and can ‘delegate’ specific sections to colleagues with particular knowledge or expertise as required.

14.3. The questionnaire element of the tool is structured around the sections and sub-sections set out above.

14.4. The majority of the questions ask organisations to assess themselves on a five-point scale against a range of statements that represent ‘good practice’. These are supplemented by a relatively small number of quantitative questions which require a response against a numeric range.

14.5. The initial version of the self-assessment has been designed to produce a comprehensive view of an organisation’s digital maturity without requiring an extensive and overly burdensome data collection exercise. The tool does not require evidence or justification to be recorded against each question.

14.6. The self-assessment should not be completed by the lead respondent in isolation. Before recording a response to a question in the tool, it is expected that a wide range of evidence from across the organisation will be reviewed and opinions canvassed from a range of stakeholders (see section below). Organisations are expected to be able to justify a response when challenged, and may wish to maintain a record of their own rationale to support this. Indicative evidence sources are provided in Annex A.

14.7. Having completed and submitted a self-assessment, lead respondents will be able to view a copy of their responses in full, along with a visual summary of their answers in each sub-

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section. Once an assessment has been submitted, responses cannot be changed, although the results will continue to be accessible.

15. Who should be involved in a Digital Maturity Self-assessment?15.1. It is expected that a wide range of stakeholders are involved in the completion of the self-

assessment, from those on the frontline using digital technology on a day-to-day basis to the organisation’s Board.

15.2. Different sections of the self-assessment lend themselves to different engagement approaches. The readiness section should have significant input from the executive team. The capabilities section requires input from a range of health and social care professionals working across different care settings. The enabling infrastructure section requires input from teams who provide and manage infrastructure and digital systems.

15.3. Organisations may choose to involve stakeholders in this by running facilitated workshops, by using the delegation tool within the self-assessment survey to capture views from different individuals, or through a combination of methods. Questions should be targeted at the most appropriate and senior people who are responsible for the topic area of the question.

15.4. It is acknowledged that the Third and Independent sectors are essential partners across the delivery of health and care services. They are not expected to fill out this self-assessment however because, in the same way as there are existing assessments focused on organisational digital maturity assessments for Local Authorities, SCVO has developed a digital maturity assessment for Third and Independent sector organisations which is broader than the remit of this self- assessment. …However, it is important that the health and social care self-assessments take into account the provision of services by Third and Independent sector colleagues and their views.

15.5. Where a range of views are expressed initially in response to a question, it is expected that steps will be taken to reach a consensus between clinical and non-clinical stakeholders before a response is submitted.

15.6. The CEO (or equivalent), and for NHS Boards the Medical Director, of the organisation should sign off the Digital Maturity Assessment survey prior to final submission by the lead respondent.

16. What support will be available for completing the Digital Maturity Self-assessment?16.1. Respondents will have access to technical and non-technical support via a range of

channels, and further details will be provided with the tool login details: Online support from within the tool Offline email support Telephone support

16.2. For general queries on the digital maturity assessment programme, please contact HSCDigitalMaturity@gov.scot

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16.3. We will consider the need for any additional support as required as well as requirement for workshops and networking as we receive feedback.

Annex A: Indicative Evidence Sources The table below contains examples of evidence sources that may inform a Digital Maturity Self-assessment or a follow-up audit following completion of the assessment:

Digital Maturity Tool Theme – Section Indicative evidence

Readiness – Strategic Alignment

Digital vision strategy document and road map. Service transformation programme document and clinical/social

care strategy to evidence alignment with digital vision and strategy.

Terms of reference for Design Authority / equivalent group. Project pipelines and minutes evidencing prioritisation, time to

implementation and feedback to users regarding the process to support evidencing ‘effectiveness’ of the group. Project pipeline supports evidencing of innovation.

Evidence service improvement projects supported by technology, including deliverables and outcomes.

Comms and engagement strategy.

Readiness – Leadership

Annual board agenda and plan indicating frequency of board profile.

Documented updates to digital strategy, including those reported to the Board.

Board minutes evidencing discussion and agreed actions. Role profile / job description of relevant Executive Director

responsible for the digital agenda. Career history and relevant experience of non-executive director

with responsibility for technology Role profile/job description of Chief Information Officer

(CIO)/Chief Digital Officer (CDO), or equivalent Role profile / job description of Chief Clinical Information Officer

(CCIO) or equivalent clinical lead(s) and NMAHP lead(s). Job plan of relevant clinician(s) with CCIO / NMAHP roles to

indicate time available for the role. Role profile/job description of social care professional lead for

digital Documented engagement with users at all levels in the

organisation

Readiness – Resourcing Procurement strategy and the alignment with the digital vision. Contract management plan and governance arrangements for

large (£1m+) suppliers. Latest copy of service performance metrics where appropriate.

Benefits realisation performance matrix: benefit type with

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Digital Maturity Tool Theme – Section Indicative evidence

phased financial delivery trajectory. Worked example of a benefits line, identifying the operational process to realise the cash benefits.

Whole Time Equivalent (WTE) employed in the services described to provide a headline understanding the capacity.

Evidence of clinical safety assessments, including safety cases and hazard logs

Role profile/job description for Clinical Safety Officer Organisation chart, including roles and responsibilities for

technology and transformation functions. Training profiles by staff type. Ratio of devices to users, average system log-on times, and user

satisfaction feedback or surveys. Three year workforce plan for technology capability: evidencing

scope of skills sets required: technical, change management, programme management, clinical and communications skill sets.

Readiness – Governance

Digital programme summary document. Programme governance structure, board membership, and

minutes to evidence attendance. Business cases to support digital programme(s). Benefits realisation plan and transformation / cost improvement

plan, supported by evidence to demonstrate no double counting. Evidence to support the adoption of technology and use of

standards. Expectation to be evidenced through policies. Information and clinical risk management strategies, assessments

and resulting action plans. Examples of the application of best practice guidelines in practice Lessons learned reports or root cause analyses

Readiness – Information Governance

Cyber security strategy, and work plan to implement strategy, including evidence of resourcing.

Cyber security work plan to evidence how the organisation engages with cyber security industry intelligence, achieves penetration testing evidence, and promote staff awareness.

Staff information governance training records Evidence of regular reporting to a Board subcommittee and

designated Senior Information Risk Officer. Digital asset register Disaster Recovery plan and Business Continuity Plans by

information asset. Evidence of 3rd party policies and audit of compliance with data

destruction processes. Examples of third party contracts to evidence compliance with

GDPR requirements Evidence from suppliers documenting the extent of their testing,

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Digital Maturity Tool Theme – Section Indicative evidence

including penetration testing, and confidence in their security Comms and engagement strategy with service users/citizens

about use of their data Data Protection Impact Assessments

Readiness – Skills and Competences

Details of digital training programmes offered, including basic digital literacy, application training for health and care professionals and number of staff trained

Service user feedback about training Number of digital related CPD courses offered to staff

Capabilities – Records, Assessments and Plans

Percentage of historic records scanned in relation to the whole archive. Evidence to show how these records are made available and are integrated with the contemporaneous records.

User log in numbers to main electronic health records/social care applications

Functionality to enable health and care professionals to access systems and data while off site.

Evidence to demonstrate the volume and usage of pre-populated order sets, template discharge summaries and letters.

Point of care information capture: Percentage of inpatient spells where clinical documentation is captured digitally, and the percentage of outpatient (new and follow-up) visits were clinical documentation is captured digitally. Percentage of care assessments and care plans captured digitally.

Evidence to demonstrate ease of use, e.g. average log-on times, single sign-on, context management and the ability to enter data into native systems through a single portal. Use of voice recognition technologies or digital dictation to support data entry.

Percentage of patients treated without reference to their paper notes for inpatients and outpatients, to be evidence by the notes being requested for relevant admission or attendance.

Percentage of social care clients assessed or followed up without reference to their paper case records.

Information received and sent digitally to external health and care organisations

Capabilities – Transfers of Care

Percentage of referrals received digitally in relation to total number of referrals

Discharge summary and outpatient letter templates, and evidence of standardisation

Evidence to demonstrate compliance with Academy of Medical Royal Colleges documentation standards, in terms of discharge summary lay out and content.

Number of discharge, A&E and outpatient letters posted to GPs or other health and care professionals

Number of discharge, A&E and outpatient letters transmitted digitally to GPs or other health and care professionals – what

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Digital Maturity Tool Theme – Section Indicative evidence

format?

Capabilities – Orders and Results Management

Key focus areas for radiology and pathology. Process for the generation of orders.

Clinical functionality in respect of alerting on previous orders and results to reduce usage, and clinical decision support functionality.

Evidence to demonstrate whether order sets are tailored to clinical conditions, pathways, specialties or settings (inpatient/outpatient).

Policies and procedures regarding patient identification and specimen labelling and the use of barcoded technology.

Clinical functionality to enable doctors and nurses to track the status of the specimen or test through the laboratory process.

List of diagnostic tests available digitally, and the pipeline for further development.

Clinical functionality to alert and escalate abnormal results. List of results and images that are shared across the hospital and

with other care settings. Clinical functionality to alert of pending tests or results prior to

discharge. Policies and procedure relating to formal sign off or action of

results and procedure for managing results which have not been reviewed.

Capabilities – Medicines Optimisation

Percentage of medicines reconciliation undertaken on admission, and the process for inpatient, discharge and outpatient medication prescribing.

Range of medicines prescribed electronically, including consideration for infusions, sliding scale, variable dose and rate regimens, paediatric dose checking, chemotherapy.

Order sets in place for common conditions and the use of reference sources like the British National Formulary.

Process for administration, patient identification and monitoring of doses, interactions, timings, including process for alerting of missed medications. Evidence to demonstrate compliance monitoring of alerts.

Process for monitoring antibiotic practice and stewardship.

Capabilities – Decision Support

Existing functionality to enable decision support. Extent to which functionality alerts for patient preferences (e.g.

end of life care), allergies, and deterioration in patients. Documented task lists and pathways, and evidence of monitoring

of pathway compliance. Documented audits / monitoring of overruling of best practice

advisories. Functionality to prompt questions about public health actions

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Digital Maturity Tool Theme – Section Indicative evidence

like vaccination and smoking cessation. Digital system support for the completion organisational

discharge planning processes, including communications with social care agencies.

Capabilities – Remote and Assistive Care

Availability and use of collaboration tools for collaborative multidisciplinary or cross site working.

Number of remote/video consultations offered Evidence of programmes in place to support home and remote

health monitoring, including programme outcomes and future service plans

Clinical governance processes around the remote monitoring of people.

Capabilities – Asset and Resource Optimisation

Bed management system functionality, including the extent of coverage across the organisation, and whether it interfaces with the Patient Administration System and / or the clinical record or RFID tracking

The use of Radio Frequency Identification (RFID) tags on equipment and evidence of analysis performed e.g. utilisation, location etc.

Rostering functionality, including coverage across the organisation, evidence of monitoring the effectiveness of rostering, and documented management action to improve.

Capabilities – Business & Clinical Intelligence

Accessibility of data for staff members via fit-for-purpose dashboards.

Process for data-driven improvement of services.

Capabilities – Digital Channels

Percentage of GP appointments booked on line Percentage of repeat prescriptions order digitally Percentage of social care self-referrals made online Percentage of social care self- assessments completed online

Capabilities – Standards Evidence of CHI compliance on clinical correspondence Plans/roadmap to adopt named standards

Enabling Infrastructure

Wi-Fi usage statistics Staff surveys indicating the level of satisfaction with IT support Service desk metrics and user satisfaction surveys. Asset registers detailing software and hardware in use in the

organisation, including licenses. Processes for the resolution of IT issues Bring Your Own Device policy and number of own devices used

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