How to Empower Your Clinician with Automated Self-Service Technology

Copyright © 2013, RES Software. All rights reserved. 0113Copyright © 2013, RES Software. All rights reserved. 0113

Presenters:

Ward Priestman – Consulting CIO to NHS

Lee Randall – Healthcare Sales, RES Software

Discover how to empower your clinicians

with automated self-service technology

Thursday 11 December

2

Copyright © 2013, RES Software. All rights reserved. 0113

RES Software at a glance

• 15 years of success, founded in

1999

• Dual headquarters in Philadelphia,

PA USA & Amsterdam, Netherlands

• Flagship solution is the RES IT

Store, powered by the RES Suite

2014

• 11 Patents* + RES Labs for

advanced R&D (*7 patents are

currently pending)

• Over 2,500 customers and 3,500

software & service deployments in

27 countries

• Single Deployments of over 140,000

users

3


East Lancs Hospitals Trust

• East Lancashire Hospitals NHS Trust is an integrated Health

Care Provider located in Lancashire in the heart of the North

West of England.

• Employing over 9,000 staff.

• Treating over six hundred thousand patients a year from the

most serious of emergencies to planned operations and

procedures.

• Has around 1000 beds on 5 sites :-

• Royal Blackburn Hospital, Burnley General Hospital, Clitheroe Community

Hospital, Accrington Victoria Hospital and Pendle Community Hospital

and 30 Community Facilities

• Using 5200 computers operating 24/7

4


We have an E-Health Program

• Implement a best of breed strategy

• Connect existing systems together via a portal

• Implement systems to capture current paper based data

electronically

• Prescribe and manage meds electronically

• Upgrade the patient TV system to support clinical use

• Scan the existing paper record(100+ million pages) and

provide electronic access

• Move to a complete electronic patient record

5


All well and good…

The strategy is moving well and the systems are starting to

come online…

However it is all dependent upon:-

Reliable Infrastructure

Up to date devices & software

Reliable Data centres & network resilience

Efficient End User Support

Rapid turn around of issue resolution

Increase in number of calls

Extended IT support

Hospitals are 24/7 environments

IT provides some out of hours support but not onsite

6


ELHT Problem!

NHS is in a period of austerity, the strategy will deliver savings

but they just underpin an existing deficit

Traditional approach would be to

Increase the number of IT staff

Engineers & technicians

Service Desk agents

Increase working hours to follow business needs

Buy more hardware

NHS Investment funding model supports Capital(one off)

Investment in modenisation

Investment in technology and change

In order to minimise revenue costs and increase efficiency

7


Provide a service with “Value!”

8


The Approach

ELHT has chosen to implement RES Software to enable them to:-

Empower the end user to help themselvesTrust has 5 staff on the service desk(working 8-6)

With the right tools that could be 9000 working 24/7

Consumerisation has given the users the skills and appetite for self service IT

eHealth strategy has fuelled users need for rapid response

Automate as many manual processes as possible & allow the user to invoke the process

Reduce time taken to resolve calls(almost instant)

Increase user satisfaction(why should they wait?)

Combine tasks that include other department's e.g HR, finance & supplies

9


RES IT Store

One stop shop for a user to consume services

Online store :-Order Hardware(phone, laptop, consumables)

Software( Project, Visio)

Delivery of new systems and upgrades

Service requests Domain access(new user)

System Access(change in role)

BYOD

Log Service Desk requests

Reset Passwords

Combine a number of requests into one single action

10


Current Process

ITU Employs a

new Consultant

Needs an IT

account

Needs a laptop

& Phone with

RAS

Needs to be

booked on IT

Training

Needs to send

address & role

details to HR

for ESR

Needs to send

bank details to

payroll

Manager

Needs to be

booked on

induction

IT Support Call

IT Support Call

Form to IT

Training

Form to HR

Form to Payroll

Call or Form to

trainers

Manual

ProcessClosed

Manual

Process

Items ordered

Configured,

delivered and

call closed

Manual

Process

Training

performed

Manual

ProcessComplete

Manual

Process

Complete

(if done in time)

Manual

ProcessComplete

Hospital

Departments

11


RES IT StoreRES Automation ManagerRES APPStore

ITU Employs a

new Consultant

Needs an IT

account

Needs a laptop

& Phone with

RAS

Needs to be

booked on IT

Training

Needs to send

address & role

details to HR

for ESR

Needs to send

bank details to

payroll

Manager

Needs to be

booked on

induction

One Online

Request

Automated

ProcessClosed

Automated

Process

Items ordered

Configured,

delivered and

call closed

Automated

Process

Training

performed

Automated

ProcessComplete

Automated

Process

Complete

(instantly)

Automated

ProcessComplete

Hospital

Departments

12


RES Automation Manager

Support the IT Store

Raise and close jobs on departmental Software

Works in conjunction with SCCM & can deploy packages

Re-harvest licences & loan software

Creates AD account and Outlook mailbox

Automate IT Processes

Automated virtual server creation

Management of mobiles, bleeps and pagers & billing

Interacts with other departments

Work flow

Automated data manipulation

Auditable logging

13


A Service Transformation

• Improved access to services

• Faster response to “hand on” jobs(instant in some cases)

• A streamlined cost effective service

• Pro active IT Support

• Self managed AD

• An “Automation tool” for the whole Trust not just IT Support

• Cost avoidance for expanding the support past office hours

• Empowers users to support themselves

• Reduces many hours of non value added support

• Allows IT staff to concentrate on the Task we need them to do!

14


RES Software. Where Business meets IT.

RES IT Store An automated self-service portal for all IT services, available 24/7/365

15


Real reasons to talk to RES Software

“Reduced Service Desk

calls by up to 76%”

“Ticket resolution in less

than 30 seconds for

most requests”.

“Immediate Delivery (and return)

of Applications and Data Access

has allowed us to re-boot the

image of our IT Teams”, we are

now viewed as a business

enabler”

“Adjusting IT services based on user roles

went from taking weeks to same business

day. The Time savings on this task alone

equates to two full-time IT personnel that

can spend time on other activities”

“200,000+ IT requests were

fulfilled automatically via the

RES IT Store in a matter of

months”.

“Overall lower cost of in-house IT services”

Our Support response

times reduced from

average of 1 to 3 days

down to 30 seconds.

“Our Support

response times

reduced from average

of 1 to 3 days = down

to 30 seconds”

“we provide 1000+ services available to

22,425 users, all on demand via the RES

IT Store portal”

“Our end users love the “Amazon-like”

experience, they understood

immediately how to make best use of the

IT Store. Our team has delivered way

beyond what was expected”

16


Local Council Ticket topics & Business Case

Topic Sub Topic Incidents

Additional Permission Extra Internet Access 657

Additional Permission Fileserver 629

Network Accounts Password Reset 550

First Point Of Contact Validate Staff Board 530

First Point Of Contact Enable CSG 482

First Point Of Contact Add Additional Mailbox 398

Network Accounts Deletion Account 366

Additional Permission Mailbox 317

First Point Of Contact Citrix Session reset 115

First Point Of Contact Add Email Profile 224

4268 Total incidents (from their top ten alone)

5690 human resource hours (per year) savings

£210,000 (per year) financial savings*based on 6 month ticket analysis

17


What RES IT Store Customers are Saying …

“The RES IT Store enables a single

point of access for all IT services,

providing the convenience and

instant response the user needs

with the security, compliance and

control demanded by the business.”

“IT departments have become, or are

starting to become, service-centric

operations. Over time, we need to think of

our users as service consumers so they

can choose how to compose their

workspaces. The RES IT Store is the

ultimate way to aggregate everything into

a one stop IT shop.”

“It’s a powerful tool. We were able to

transform our onboarding and offboarding

processes from manual and time

consuming to completely automated.”

18


Summary

• Introduce the WOW Factor with a consumer like IT Store

• Increase Operational Efficiency

• Increase Service Quality

• Higher Agility and Quicker Delivery of Services

• Massively increase user satisfaction

• Deliver true IT as a Service