About Greater Manchester Commissioning Support Unit

GMCSU’s service desk supports Greater Manchester based NHS Clinical Commissioning Groups, GP Practices, NHS Acute Trusts, and non-NHS customers such as Specsavers. Located in Salford the service desk comprises 18 Service Desk Officers, 3 Service Desk Team Leaders and a Service Desk Manager. The service desk handles on average 6000 incidents and requests per month.

The Challenge

The service desk needed a SMART way to approach their Service Improvement Plans

The newly formed service desk team wanted to understand their performance level within a recognised framework Management needed a business road map to follow to ensure clear strategic vision The high demand on the service desk, resource constraints and organisational changes made it challenging to dedicate time to an improvement project.

 

The Solution

An independent assessment and audit to clarify where improvements were most needed

In April 2014 the decision was taken to pursue Service Desk Certification. The audit resulted in a 2 star score just ten points short of 3 star certification Going through evidence gathering helped the service desk to identify gaps in their improvement plan and gave the team a common goal.

“Working with SDI was a pleasure. The auditors were available to answer our many and varied questions; the guidance they provided was invaluable. ”

 

The Results

An increase in team morale and a shared desire and road map for further improvement

Team staff felt valued as a result of their participation and have adopted a positive “can do” attitude towards tackling the challenges ahead The team gained valuable knowledge about their capability and maturity as a service desk GMCSU is committed to continuing with the project and to pursuing 4 star certification.

“We’ve seen an injection of enthusiasm among service desk staff and the wider team including management. The objective now is to not only maintain what we have achieved but to exceed it.”

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