Informatics Merseyside Gets Secure 3-Star Certification

Jan 28, 2015

Informatics Merseyside has become the first NHS IT Service Desk in England to receive secure 3-star certification from the Service Desk Institute (SDI).

SDI is the only industry, standard-based accreditation programme specifically designed to certify quality in a customer service environment.

“It’s brilliant to see an NHS Service Desk reaching a 3-star SDI rating,” claimed SDI founder and chairman Howard Kendall.

“The hard work that the team has put in to meet the standard required has seen significant improvements in the service to customers – and the coming innovations will add further to this continual process,” he added.

Informatics Merseyside received support from Sunrise Software to gain the accreditation, the firm which has supplied the organisation with IT services since 2007.

Mersey Care NHS Trust hosts the Informatics Merseyside NHS shared service that provides Information Management and Technology (IM&T) services to NHS partner organisations and customers across the regional health and social care economy.

Informatics transformation and development, infrastructure and IT operations management are among the services provided to around 15,000 users with the aim of delivering Health Grade IT to support high quality and efficient patient care delivery.

Sunrise Software’s Sunrise ITSM helps Informatics Mersey to build a robust service management environment for Incident, Problem, Change and Configuration Management.

This has encouraged a best-practice corporate culture that has underpinned business process transformation and increased employee and customer satisfaction.

The NHS IT Service Desk used the Sunrise ITSM to manage approximately 77,000 support requests every year, of which 95% are fixed within one day.

The programme is also used for performance management and monitoring customer satisfaction for service improvement and reporting.

Continual Improvement Process

“With the support of Sunrise, we have been able to deliver a customer-led service backed up by mature processes for IT and customer support and a solid framework for measuring service targets and managing resources,” claimed David Gordon, central service manager at Informatics Merseyside.

“Over the past few years our Service Desk has evolved to support to new systems and the increased reliance on mobile devices.

“Our processes have improved, along with our approach to knowledge management and development, as part of our overarching and integrated approach to continual service improvement.

“We are delighted to have received such high praise and recognition from SDI, which is testament to the hard work and commitment of our Service Desk staff and management team,” he added.


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