Difficulties with work changes

sleepymans

I have been in my admin job 15 years. 4 months ago a new IT system was introduced which has caused major issues throughout the organisation.


To cut a long story short the system is not fit for purpose, is glitchy, slow, very complicated and unreliable. It was also introduced without proper staff training and I am struggling to learn how it works.


I am literally unable to perform my duties and my intray has built up to dizzying proportions. Obviously have discussed the situation often with my line manager whose responses so far has been along the lines, we are all struggling with it, just stick with it.


Trouble is, its making me dread every working day and I feel sick when my "clients" aren't getting the service they need and its me who has to face them (I am forbidden to tell them the true reason they aren't being served).


I cannot sleep at night for stress but daren't go to the doctor in case he signs me off and my workload gets even further behind (no sick cover).


I am located in a small rural town where there are just no other job opportunities and I need my wage. Also very reluctant to resign after working there so long when in the very long term the organisation will be forced to rectify the IT system anyway!


There is no union.


Any suggestions??

Bantex_2

Just get on with what you are paid to do. It is not your problem.

DomRavioli

You 'could' raise a grievance - although I am not sure what that would achieve as everyone seems to be struggling.

Raise it with more senior management (if that exists in the company), ask for further training, or ask for work to be delegated (or part of the work, as you say there is no cover - someone may be able to help with part of the process?)

Unfortunately it is a situation that arises far too often in the workplace, and many many people have the same issues as you do.

19lottie82

Hi OP, I totally feel your pain on this one! I am a document controller and we got a new system a year ago which is a total nightmare.

However, 4 months is not that long to get to grips with a new system.

All you can do is keep at it - don't be afraid to ask questions at every opportunity, be proactive in seeking out any training material possible and report any faults / glitches to your IT team, they rely on this to help smooth out new systems.

Also, make sure your manager is aware of the on going issues with the new system. Make a point of mentioning it at any annual or mid year reviews that you have.

It will get easier, I promise!

sleepymans

Bantex wrote: »

Just get on with what you are paid to do. It is not your problem.

Thank you Bantex, but it IS my problem.
I cannot actually "do" what I am paid to do with the current IT system...that is the main problem.
Secondary is my sense of responsibility to provide a service to my "clients" which, currently I am unable to do with the IT system I have been provided with as the "tool".

If I were able to say "Oh truck-it, I'm only here for the money" my life would be so much easier!! Hey-ho!

jacques_chirac

sleepymans wrote: »

Thank you Bantex, but ut IS my problem.
I cannot actually "do" what I am paid to do with the current IT system...that is the main problem.
Secondary is my sense of responsibility to provide a service to my "clients" whic, currently I am unable to do with the IT system I have been provided with as the "tool".

If I were able to say "Oh truck-it, I'm only here for the money" my life would be so much easier!! Hey-ho!

Then find a solution and present your idea to management. Moaning about it will get the same response you are getting now. Providing constructive feedback is far more likely to make them sit up and listen.

sleepymans

jacques_chirac wrote: »

Then find a solution and present your idea to management. Moaning about it will get the same response you are getting now. Providing constructive feedback is far more likely to make them sit up and listen.

Three months ago I had a discussion with our Division Director (earns roughy 10 times my salary)and made some suggestions as to what needed to be done.

He responded with "its a new system - we expected there to be bugs in it" and moved on! I followed up with an email outlining my suggestions - not moans, positive work-arounds.....silence since......


Since the Christmas holidays many more "bugs" have come to light in the system and I have been in tears of frustration sitting at my desk desperately trying to actually achieve something and pay some of the clients to whom large sums of money are over-due:(

swingaloo

Could you perhaps approach your immediate superior every time you hit a problem with something you cant do because of the way the system works.

Maybe something like 'I'm struggling to achieve xxxxx which I need to complete today, could you just show me how to do it?'

If your manager or whoever cannot do what needs to be done then you need to ask them what you are supposed to tell your clients if you are not allowed to blame the new system. Put the onus on them to come up with a soliution.

However, if the manager or whoever you have asked for help is able to complete the task then its a training issue and you need to press for more training.

Missme

sleepymans wrote: »

Three months ago I had a discussion with our Division Director (earns roughy 10 times my salary)and made some suggestions as to what needed to be done.

He responded with "its a new system - we expected there to be bugs in it" and moved on! I followed up with an email outlining my suggestions - not moans, positive work-arounds.....silence since......


Since the Christmas holidays many more "bugs" have come to light in the system and I have been in tears of frustration sitting at my desk desperately trying to actually achieve something and pay some of the clients to whom large sums of money are over-due

I understand your pain OP! Been there a few times myself.

Is the system only throwing up problems in relation to money the business has to pay out or is it an all-round, steaming pile? When there's accost to the business, management are far more inclined to offer TOIL/OT etc., to those willing to do it, to sort the issue IME.

Is it at all possible to migrate data to excel so that calculations can be done off-system and then, when the bugs are fixed, migrate it back again?

Are the licences for whatever you had before expired? If not, could the old system not be re-instated so at least you can deliver some work?

I do find it curious that you're not allowed to tell clients what the problem is. They may not like it but at least it's less damaging than assuming the organisation has simply turned into poop.

sleepymans

swingaloo wrote: »

Could you perhaps approach your immediate superior every time you hit a problem with something you cant do because of the way the system works.

Maybe something like 'I'm struggling to achieve xxxxx which I need to complete today, could you just show me how to do it?'

If your manager or whoever cannot do what needs to be done then you need to ask them what you are supposed to tell your clients if you are not allowed to blame the new system. Put the onus on them to come up with a soliution.

However, if the manager or whoever you have asked for help is able to complete the task then its a training issue and you need to press for more training.

Oh Yes I've tried similar to that but he just says "I dont actually do that function...you'll have to ask someone else" Hmmmm....great!

There is a telephone helpline but they just make a note of the query and promise to call back....but rarely do. Colleagues have tried to help but they are equally as busy trying to do their own work and just as confused as me!
Also the system is so erratic that one can spend a whole day trying to get past a barrier/glitch only for it to "repair" itself overnight!:eek:

Bantex_2

sleepymans wrote: »

Three months ago I had a discussion with our Division Director (earns roughy 10 times my salary)and made some suggestions as to what needed to be done.

He responded with "its a new system - we expected there to be bugs in it" and moved on! I followed up with an email outlining my suggestions - not moans, positive work-arounds.....silence since......


Since the Christmas holidays many more "bugs" have come to light in the system and I have been in tears of frustration sitting at my desk desperately trying to actually achieve something and pay some of the clients to whom large sums of money are over-due:(

I would suspect you are not getting the whole story.