Case Study: Informatics Merseyside

As part of the government’s drive to share services to make efficiencies through improved economies of scale, Informatics Merseyside, previously North Mersey HIS (Health Informatics Service), brought together staff from six NHS Trusts to run centralised IT services. In 2007, using Sunrise, the consolidated IT services team supported 28,000 customers.

“The big drivers were to improve efficiency and to provide a better service. We were hoping to make efficiency gains by avoiding running separate systems, and offer the best possible customer service.”

The project was very high profile, having been driven directly by the Senior Management Team (SMT). “When they (the SMT) developed their vision statement, they stated that ITIL best practice was a very clear driver and that we should start with the building blocks.”

Ten years on

“We originally chose Sunrise over ten years ago, and it has proven to be a flexible, powerful platform across our evolving activities,” says David Gordon, Head of IT Service Operations, NHS Informatics Merseyside.

One of the largest IT service desks in the NHS, Informatics Merseyside now handles 132,000 requests per year, providing 24 hour support to users from specialist NHS trusts, clinical commissioning groups, general practitioners and professional bodies.

Automation and the Consumer Experience

Sunrise is now underpinning the interoperability for multiple innovative projects that automate previously manual processes, saving time and making life easier for users. From password reset  to access permissions and the digital ‘shopping’ experience, Sunrise is at the forefront of modern service excellence.

Read the full story.

 

Key Info

Customers being supported

18,000

Mobile devices

7000

Number of NHS Trusts

6

Number of service requests PA

132,000

Implemented Sunrise

2007

Customer Satisfaction

98%