Service centre proposed rules: 1. Applying for a loan laptop: 1.1. 3h turnaround is ok to keep but NOT applicable if additional software needed as installation can take up to 24h on certain applications (to check with Andy) 1.2. Users to make sure loan laptop form reflects the details of person requesting/using machine – checked with Andy – users CAN fill out requests on behalf of 1.3. Any period extensions to be treated as new requests and to be down to IS discretion and if more than one requests for a long term loan extension to be suggested that team purchases a dept machine etc. If machine booked on a short period and user then needs to extend to fill out a new request and we would still decide if that is possible or not depending on other approved requests and bus justification. 1.4. Regarding LONG period loans – I suggest up to 3 weeks. Anything above that period to be approved by Team leader or discussed with CAT team etc depending on needs. 1.5. Loan laptops are here for: * EXTERNAL VISITS – CONFERNECE, MEETING ETC. * INTERNAL USE BUT NOT FOR LONG TESTING PERIOD (E.G. Emily Kerr borrowing a loan machine for PCards testing) 1.6. Loan machines are NOT LOANED to *volunteers, *interns, *replacing laptops in repair?, *to work from home (happens a lot), guests etc 1.7.
No laptop to be issues without relevant authorisation.
1.8. To try change culture where users ring to make sure they will get a machine if they fill out form – either way they should fill out form even if we cannot issue a machine, by doing so we can report on requests etc 1.9. No booking of loan machines ahead of 3 months. Also, if large numbers are required users to submit requests at least a week in advance so we can plan. Failure to do so may result in unmet requests. How far ahead are we reserving machines on spreadsheets...a month?... 2. Process of issuing a loan machine: 2.1. Setting up email templates for: 2 types if possible – one via LANDesk to advise users request received, pending authorisation and a template to advise user of laptop ready for collection, chasing late returns with the relevant procedure outlined possibly penalties etc, the same T&Cs should be reflected on the LANDesk message we send out. I asked Bruce to make the cost centre code
mandatory on the loan form as that was missing on some applications. We can liaise with Bruce re updates of emails going out from Process Manager. 2.2. Check TP and allocate machines that need additional software, coordinate with TAs to plan timing and installation. Make a note in TP and spreadsheets if necessary 2.3. Dropping in and out times to be agreed with Team Leader and noted on Intranet as well as templates and auto messages from LANDesk. 2.4. Maybe worth having additional equipment such as power leads, locks, mice and network cables in cupboard or bags and bags to be assembled on the day rather than keeping it all in bags and having to replace all the time. Maybe this will help to keep track of equipment better and to make sure nothing is missing when bags returned? 2.5. Have a brief manual/T&C enclosed in bag with basics on using laptop – advising users of importance on logging onto system in the office first, how to switch user in case laptop locked, how to connect to wifi as some people are unaware they have to manually prompt machine and advising users to ring service desk if they need assistance rather than having them coming upstairs to see us at SC asking for assistance, to advise on how to enable/disable mouse pad on laptop, stressing the fact that dept’s will be cross charged if return is delayed etc. Maybe worth having users to sing the enclosed list of info and a copy where they keep one and we retain the other copy in case we need to escalate...if this works out we can then change the book and just have a folder with the laptop asset number and to file away already signed forms that users will be signing again upon return... 2.6. All machines due to be given out on the following to be prepared and labelled the day before, customers to be emailed late on the day prior to collection where all team members are copied in or IS loans, TP updated, a list put together with names, allocated machines, dates and TP ref then we can jsut tick off collected machines and have a clear view what is due out and any No Shows. 2.7. Why not making use of the power enabled laptop cupboard? How do we know if we give out charged laptops? Why don’t we setup machines on the early shift for the same day collections, all labelled etc?
3. Laptop returns: 3.1. I think we can dictate collection time but in terms of returns we should provide users with a bit of flexibility – anytime between 9am and 5pm? 3.2.
Sign off book (or the T&C/manual that we hold copy of in the book)
3.3. Placing power lead, locks etc in appropriate places making sure all bits in place including keys for locks, no extra bit in bags (e.g. broken glass frame that was potentially hazardous, no iphone charges etc) Can we get an additional cupboard if need be to keep extra equipment and also to make sure other teams do not confuse theirs with ours? 3.4. Any missing equipment will be then spotted right away and can be cross charged and made note of 3.5. To update the Intranet of the new T&C after revision and to have them printed on manual we potentially will be giving out 4. Cross charging additional/lost equipment 4.1. To setup a form on Intranet via Process Manager to get users to apply for extra bits – helps clarity and makes it official as well as can help towards money saving and reporting, to make it clear we do not pay for additional requests etc. 4.2. Deliveries of hardware to home based workers – still paid by us? For both replacements and new joiners? Currently IS cover the cost and we always ship equipment as Special Delivery next day. Or maybe get users’ dept’s to pay for delivery of additional requests... 4.3. No Show penalty charges – users keep booking machines and then do not show up to collect them. That is a poor use of resources. I have had cases when the person will walk up to make sure they will get one, we get them to fill out form and to provide authorisation and we will then prepare laptop and email them and they would still not bother showing up or even calling to say they no longer require! Also, need to agree when we will be chasing returns, say a machine is booked for 2 day, e.g. 15th and 16th – do we expect machine back end of business on 16th or will we give them until lunch time on the following day? Say for instance they are travelling and are back to the office on the next day etc. 4.4. USB – IS paying or cross charging? Do we need a request form in place so we can keep track of stock?