Portfolio Single Page - Accenture Virtual User Forum

Company

UK Health Security Agency (UKHSA) & Accenture

Description:

Virtual User Forum (VUF) Process Flow & Policy Development

Location:

London, United Kingdom

Design:

Service Design Pack, Process Mapping, Participation Diagram, Project Management, Stakeholder Management

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Overview

DigiFix IT was engaged to design, establish, and chair the Virtual User Forum (VUF) for the DaSH platform, ensuring an effective communication and engagement framework for all DaSH users. The project aimed to define process governance, user engagement strategies, service workflows, and continual improvement models to enhance collaboration, knowledge sharing, and IT service management (ITSM) integration.

Project Scope

The VUF service model was developed to improve user engagement, structured knowledge sharing, and issue resolution, focusing on:

Service Design Pack – Establishing a comprehensive framework for the Virtual User Forum (VUF), including meeting structures, engagement protocols, and reporting.
Process Mapping – Defining end-to-end workflows for forum coordination, user query resolution, and follow-up actions.
Participation Diagram – Mapping key stakeholders and their roles, including UKHSA, Accenture ITSM, Operations Leads, and Technical Experts.
Stakeholder Management – Ensuring a collaborative approach between IT teams, users, and service managers for improved support and decision-making.
UX Design & User Experience Enhancement – Improving the engagement model for DaSH users, ensuring accessible and effective interactions within the forum.
Project Management & Governance Implementation – Overseeing VUF setup, stakeholder alignment, and meeting execution to ensure structured operations.

DigiFix IT's Role

DigiFix IT played a leading role in designing, implementing, and managing the Virtual User Forum, delivering:

Comprehensive Service Design Pack – Defining the VUF operational framework, participation structure, and escalation workflows.
Process Mapping & Knowledge Flow Optimisation – Establishing clear procedures for issue tracking, resolution escalation, and feedback loops.
Participation Diagram & Role Definition – Structuring stakeholder involvement, from Level 0 user engagement to Level 3 technical escalation and resolution.
Governance & Stakeholder Management – Ensuring alignment between UKHSA, Accenture, ITSM teams, and key decision-makers.
Meeting Facilitation & UX Strategy Implementation – Chairing VUF sessions, refining user engagement models, and streamlining knowledge-sharing initiatives.
Project Management & Continuous Improvement – Implementing structured tracking of meeting outcomes, issue resolution processes, and ongoing enhancements.

Key Outcomes

Structured Virtual User Forum Process – Clear meeting framework, defined roles, and seamless issue resolution mechanisms.
Optimised Stakeholder Engagement – Ensuring efficient collaboration between DaSH users, IT service managers, and technical teams.
Improved Knowledge Sharing & ITSM Integration – Enhancing user awareness of processes, issue escalation, and best practice dissemination.
Enhanced UX & User Satisfaction – Creating an interactive and accessible engagement model for all DaSH users.
Scalable & Future-Ready Governance Model – Establishing a sustainable and continuously improving Virtual User Forum framework.

Conclusion

DigiFix IT’s leadership in process governance, stakeholder management, and service design ensured the successful development and execution of the Virtual User Forum (VUF) for UKHSA and Accenture. By integrating structured workflows, UX-driven engagement, and governance best practices, we have created a dynamic and scalable platform for ongoing user interaction, issue resolution, and IT service improvement.

For more information on process governance, stakeholder engagement, and IT service optimisation, contact DigiFix IT today.

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