NHS shared services centre will boost customer confidence

Derbyshire Health Informatics Service (DHIS), a shared IT service covering eight primary care trusts, is implementing a business management system that will help improve communication with the organisation's 24-hour helpdesk.

Due to go live in mid-July, the Touchpaper system will support 16,400 users across 495 sites in Derbyshire.

By giving helpdesk staff more information, the system helps to diagnose problems earlier, said Daryl Barber, customer service manager at DHIS.

"From the initial screen, technicans have more of an insight into the situation they're dealing with. And it helps automate simple, mundane processes like password resets, releasing staff to deal with more complex issues," he said.

DHIS has existed as a shared service for five years and last month chose Touchpaper over five other suppliers, based on its experience in the sector and ability to provide ongoing support after implementation.

"We work well ahead of many public sector organisations and we needed a toolset to support this, as the National Programme for IT drives forward a higher standard," said Barber.

"Quite often in the public sector, we choose systems based on what we can afford, not necessarily what we want. Don't sell yourself short."

See also:

Shared IT is set to support frontline services

Public sector IT sharing will reach the frontline of operations as belts tighten  10 Apr 2008

IT sharing thrives in Northern Ireland

Seventh government department joins IT Assist shared services centre  03 Apr 2008

Prison Service cuts costs with shared IT systems

£40m initiative will be fully rolled out by October  27 Mar 2008

Banks turning to shared services

Consolidation of customer-facing services is increasingly popular in the financial services sector  26 Mar 2008

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