2008-07-10
Bracknell, 02 July, 2008 – Using the HP Service Desk, Berkshire Shared Services, which encompasses two primary care trusts and 12 hospitals, has radically improved its customer service levels through increased help desk efficiencies.
The HP Service Desk serves as a single point of contact within Berkshire Shared Services for managing IT problems and requests. The fully integrated and scalable service desk suite helps achieve IT infrastructure Library (ITIL)-based best practices.
Berkshire Shared Services now manages 5,000 more requests per year and has become the ninth group in the country to receive ‘Connecting for Health accreditation’. This accreditation, awarded by NHS Connecting for Health, a Department of Health agency, means that the group has been approved to manage incidents directly as opposed to clients having to contact the national service desk.
The deployment of HP Service Desk has resulted in IT problems being handled more quickly and more consistently for clients such as hospitals and GPs, with a greater level of transparency and accountability.
“We’re now much more accountable, which has helped us achieve accreditation.” said Gulnar Irani, service desk manager at Berkshire Shared Services. “This benefits the entire county as our clients can come directly to us with issues rather than having to go through the national service desk. It is much more efficient for them and has helped build trust as we can prove we are professional. We have had no downtime since the software has been installed,”
The new framework has also given Berkshire Shared Services a stronger foundation for the new patient care record system, due to be introduced next year. “The patient care record system represents a major change in the IT infrastructure and will undoubtedly lead to a sharp increase in calls. We’re much more confident now that we can answer these calls satifactorily and maintain the goodwill that has built up between ourselves and our clients” said Irani.
This goodwill is essential as healthcare services shift to a greater reliance on IT and automation “Healthcare clients are becoming increasingly dependent on technology and need to have confidence in their support team.” said Rob Watt, public sector business development director, HP UK&I “HP service management software provides a framework to process calls quickly, and provides transparency at every stage of issue-resolution.”
For more information on HP’s offerings and expertise in Public Sector please visit www.hp.com.
About HP
HP focuses on simplifying technology experiences for all of its customers – from individual consumers to the largest businesses. With a portfolio that spans printing, personal computing, software, services and IT infrastructure, HP is among the world’s largest IT companies, with revenue totaling $110.4 billion for the four fiscal quarters ended April 30, 2008. More information about HP (NYSE: HPQ) is available at www.hp.com.
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Duncan McKean
Porter Novelli for HP
Duncan.mckean@porternovelli.co.uk
+44 (0)20 7853 2292
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