a) Sufficient time and resources should be spent on ensuring that staff know how to use the IT system. And proper consideration should be given to the possible effect the new system may have on productivity in the period following implementation.
■ SBS based its staff needs on the basis of new systems and a transformation of business processes. If more staff are needed than planned, SBS will bear the costs.
■ SBS has responsibility to train its staff to deliver the operational service to the required standards.