Informatics Merseyside has become the first NHS service desk in England to be accredited with 3-star certification from the Service Desk Institute (SDI), which is the only industry, standards-based, accreditation programme specifically designed to certify service desk quality.
The 3-star certification was awarded following a rigorous auditing programme, which assessed Informatics Merseyside against nine areas covering leadership, policy and strategy, people and management, partnerships and resources, processes and procedures, people satisfaction, customer satisfaction, performance results and social responsibility.
Reflecting on the recent accreditation, David Gordon, Central Services Manager, said:
“Being the first NHS Service Desk in England to achieve 3-star SDI certification is an achievement the team are delighted about. It is the culmination of 12 months of hard work and dedication to ensure our processes, policies and strategy put us in a good position to not only meet the demanding criteria, but also to deliver an improved service to our partners.
“Whilst we recognise that we have achieved a great deal already, we are now in a fantastic position to improve the service even further. In the next 12 months, we will be looking at a number of key areas including the introduction of ‘live chat’ as a method of contacting the service desk, a single Service Desk web portal to provide a ‘one stop shop’ for all user forms, hints and tips, frequently asked questions etc, and continuing to develop and integrate our internal systems and processes to deliver more solutions at first point of contact, improving the overall customer experience.”
Bev Bromilow, Service Desk Manager, added:
“Morale on the Service Desk is very good, with all the staff being encouraged to get involved and make suggestions for service improvement. Being awarded 3-stars is an excellent achievement for the team, which we are all incredibly proud of.”
Howard Kendall, SDI’s Master Auditor, commented:
“It’s brilliant to see an NHS service desk reaching a 3 star SDI rating. The hard work that the team has put in to meet the standard required has led to significant improvements in the service to customers - and the coming innovations will add further to this continual process. Well done and keep up the good work!”