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Continual improvement isn’t about making one big change. It’s about building on success year after year, making improvements, and using insight to deliver better services.
That’s exactly what Betsi Cadwaladr University Health Board (BCUHB) has achieved through its ongoing Service Desk Certification journey with SDI.
Following its third surveillance audit, BCUHB has successfully retained its 4-Star Business-led Service Desk Certification, achieving an overall score of 3.81. The audit recognised a service desk that continues to perform at a high level.
Since first joining the Service Desk Certification programme in 2023 with a score of 2.95, BCUHB has steadily progressed, reaching 3.20 in 2024, 3.82 in 2025, and maintaining an impressive 3.81 in 2026.
Rather than simply maintaining certification, the organisation has continued to embed continual improvement across its service operation. The audit highlighted mature governance, strong leadership and a clear commitment to delivering consistent, high-quality services.
One of the biggest successes was BCUHB’s investment in its people
The People Management score increased from 2.52 in 2023 to 3.95 in 2026. This is the most significant improvement across the organisation’s audit history. The auditor praised BCUHB’s structured approach to skills development, capability tracking, employee wellbeing and career growth, recognising the organisation’s ongoing commitment to developing and supporting its people.
The audit also found that employee engagement remains strong, with teams demonstrating commitment, pride and a positive working culture despite operational challenges.
Strong governance continues to play an important role in BCUHB’s success. The audit found that performance reporting supports business decision-making at multiple levels, while customer-facing reports improve visibility and transparency across the organisation. Operational data is also being used to identify trends, support continual improvement and optimise service delivery.
Customer experience remains another key strength
The audit found that 89% of customers would recommend the service, reflecting the professionalism of the Service Desk team and the quality of support they provide.
BCUHB also achieved outstanding results across several assessment areas, including Leadership (3.92), People Management (3.95), Managing Employee Satisfaction (4.00) and Corporate Social Responsibility (4.00).
While the organisation continues to perform at a highly mature level, the audit also identified future opportunities, including expanding automation, analytics and proactive support capabilities to further enhance service delivery.
BCUHB’s journey demonstrates that continual improvement is about more than achieving certification. It’s about creating a culture where governance, people and customer experience continue to evolve together, delivering better outcomes for both employees and customers year after year.
Curious about joining the Service Desk Certification program?
Explore how to get started on your SDC journey and check out more inspiring success stories on our SDC Case Studies page!
