Optimum worked with the London Borough of Sutton to define the different user groups and how these should interact with the system. Optimum then developed courses and materials to support learning and delivered the training onsite at their Civic Offices.

Given the complexity of the implementation, the degree of change from the previous system and the ongoing nature of the training requirement, Sutton looked to appoint someone to manage the end-user training element of the project. Optimum was able to provide a full-time training manager who organised the course development, training scheduling, floor-walking and support for end users, which freed the project team up to concentrate on developing the functionality and implementing the system in the best way for the Borough.

Once the implementation was firmly launched and the pressure on in-house training resources reduced, Optimum was able to take a back seat. During the implementation period Sutton had been able to build the capability to manage and deliver future training requirements. This meant that, as the system was rolled out to additional areas within the Borough and the Primary Care Trust, ongoing training for both new joiners and new users could then be provided by their in-house training team.