Solution Step 1

Working with a leading Health and Social Care Group in the UK, Workplace IT developed the Service Assurance Platform to significantly reduce the volume of Help Desk Calls. This was achieved by implementing a system that offers a more proactive response to IT issues, ensuring immediate resolutions and providing ongoing remote monitoring. The aim is to prevent issues from recurring, thereby enhancing overall efficiency and user satisfaction.

The result:
We immediately halved the number of support calls coming to the Service Desk in the first month. We then went on to look at reporting particularly around the gap analysis of in-secure IT, IT that repeatedly performed badly or failed often and people who struggle with the same issues.

Solution Step 2

During our review, we found significant issues with insecure IT systems, risking data integrity and security. We also identified consistently underperforming systems that frequently failed, causing operational inefficiencies and potential financial losses. Additionally, certain individuals repeatedly encountered the same challenges, indicating a need for targeted support. Addressing these areas is crucial for improving system reliability and individual effectiveness.

The result:
We swiftly pinpointed issues with outdated equipment, devices that did not meet our Cyber Security Standards, and users who were frustrated with performance and outages. With a well-defined roadmap and manageable budgets, equipment is upgraded, reducing user frustration with IT and sparking their interest in exploring its potential benefits.

Solution Step 3

On-boarding is a crucial component in the management of IT systems, as it ensures that all equipment, configurations, workflows, and processes are identified effectively. By defining clear criteria for managing IT systems, on-boarding helps in reducing the occurrence of false alerts. Importantly, on-boarding is a continuous process rather than a one-time event. It should be integrated into the service every time there is a new starter or leaver, when new hardware, software, applications, services, or IT solutions are acquired, or when there is an expansion or acquisition of a new location.

The result:
The result of this approach is that on-boarding becomes an ongoing part of the service rather than just a single installation. A dedicated client success/on-boarding team has been developed to ensure close collaboration, allowing for proactive management of any changes made to systems and services. This team operates continuously, adapting to changes on a minute-by-minute and day-by-day basis, ensuring seamless service management.

Solution Step 4

Recognising the evolving demands of the IT sector, we understood that merely monitoring and managing IT environments and personnel wasn't sufficient. The industry now faces mandatory compliance challenges and struggles to deliver precise information. To address this, we aligned Service Assurance with prevalent compliance requirements such as NHS DSPT, Local Authority Tender Requests, CQC/Inspectorate, Insurance, Cyber Insurance, and standards like Cyber Essentials/Plus, ISO 27001, GDPR, and ICO Reporting.

The result:
As a result, our Service Assurance clients benefit from a comprehensive audit trail that details their IT and Cyber Security performance continuously, in alignment with their governance needs. This capability allows them to swiftly and accurately respond to information requests, attaching pertinent audit trails. This not only instills confidence in governing bodies but also enhances the speed at which they can respond to local authority tenders.

Solution Step 5

Drawing from our considerable expertise, we have come to appreciate the vital role of nurturing robust phone and face-to-face relationships within the Health and Social Care sector. This insight was pivotal in our decision to create a UK-based 24/7 Service Assurance Response Team, dedicated to ensuring seamless communication and support around the clock.

The result:
Our dedicated team operates tirelessly every day, from Monday through Sunday, ensuring that the service quality consistently meets the high standards you expect from our traditional service desk, even at the start of the week on Monday mornings.