Multifunctional Service Desk project goes live

The new multifunctional Service Desk at the Queen Elizabeth Hospital is now live. Sean Mullineux, lead consultant at Zebrazoo Consulting has managed the project on behalf of the hospital.

Phase 1 of the project sees the Service Desk agents providing IT and Registration Authority (Smartcards) support. Future phases will see the Service Desk expanding to include/support portering, estates, the medical equipment library, electro biomedical equipment, hotel services, hospital information systems and switchboard.

Historically all 9 departments/functions have operated their own help desks, had their own opening hours and offered different standards of customer service through a limited number of channels.

Under the new single Service Desk agents are being multi skilled to support more than one business area while technology is being introduced to expand the channels via which the service desk can be contacted or issues can be resolved. Multi skilling agents, implementing an extended shift pattern and using technology to aid self-service will allow the service to support customers 24/7/365.

The new Service Desk is helping the hospital achieve its twin objectives of reducing costs while significantly improving customer service. To find out more about the project click HERE

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