An NHS Trust has improved service to users with a shared
service desk application.
The Primary Care Informatics Unit (PCIU), responsible for
providing IT services to NHS Blackburn with Darwen and NHS East
Lancashire, has used the application to circumvent the national
service desk, escalating queries straight to local service
providers.
The shared service receives up to 250 calls a day from community
staff, close to one hundred GP practices and sixty locations.
The Trust implemented ITIL-based service management software
Sostenuto 18 months ago and achieved National Service Desk
Accreditation last year.
IT section manager Matt Dyson said: "Users have seen a vast
improvement since we implemented Sostenuto. Jobs get resolved much
faster since we no longer have to go through the national service
desk, and we have been able to automatically allocate jobs to
engineers via e-mail."
Analyst firm Gartner has said in the past that organisations can
save as much as 10 to 20 per cent of their enterprise content
management costs by moving to a shared services model.