Faster Remedies for Healthcare IT Issues

NHS Arden & Greater East Midlands Commissioning Support Unit (Arden & GEM) delivers high-quality, end-to-end commissioning, clinical, and business support services to customers. Employing 1,200 people and a diverse network of partners, Arden & GEM helps clients tackle the challenges faced in building integrated, cost-effective services that lead to better health outcomes for patients.

Industry: Healthcare

Employees: 1200

Website: http://www.ardengemcsu.nhs.uk

Products

Xtraction
Xtraction is a self-service, real-time dashboard reporting solution that consolidates data from multiple sources and tools and presents it in one place. With connectors pre-built for nearly every IT tool you use, you can experience comprehensive, timely IT dashboards and analytics. Cut through the mass of data to the critical insights that matter. Maximize visibility and understand the health of IT and the financial impact.
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Reduce time spent compiling IT service delivery reports to increase efficiency rollouts

According to Paul Miller, Head of End User Services, Arden & GEM’s understanding of IT service delivery was limited. “We built reports in spreadsheets using snapshots of our databases, which was very labor-intensive and didn’t produce the most visually appealing results. Without easy visibility into the bottlenecks in our support processes, it was difficult to prioritize requests. We wanted to move away from fire-fighting issues as they arose, in order to communicate our performance against SLAs to our clients more effectively.”

Benefits to Arden & GEM

Speed of deployment

With help from an Ivanti consultant, Arden & GEM was able to implement Xtraction in just two days, enabling the organization to start enjoying the benefits sooner. 

More powerful than expected

“The solution proved to be even more powerful than we initially expected,” says Paul Miller. “Once you define the parameters of your analysis, it crunches through the data extremely quickly to provide detailed reports. We also use it to provide dashboards to our support teams, helping them manage their workloads more effectively.”

Faster reports with greater depth

Paul Miller notes it once took up to two days to create certain reports for clients. “Now, the effort is all front-loaded: once we’ve set up a report in Xtraction, we can simply refresh it whenever we want the latest view. Such reports are now available in about two hours, although many are ready in near-real time.”

Reporting overhead reduced by up to 60 percent

“Overall, we estimate that Xtraction has reduced our reporting overhead by as much as 60 percent—a huge time savings,” Miller says. “We can use this extra time for value-added activities such as investigating customer trends around incidents and non-business-as-usual requests, helping us take proactive steps to optimize our services.”

Enhanced client relationships

Miller say Arden & GEM can now provide clients richer, much more professional reports. “We’re able to show them our performance against SLAs in much greater detail, helping us demonstrate the value that we deliver. By allowing them to drill down deeper into the data, we can drive more intelligent conversations with them about how we can provide an even better service.”

Actionable insights

Miller adds, “With Xtraction, we can gain an immediate overview of IT service delivery, uncovering the patterns that help us preempt problems and resolve them faster. We can look at our complex IT services landscape from a variety of different perspectives, revealing where we are performing particularly well or where there is room for improvement, so that we can replicate desired behaviors.”

Prioritizing requests to reduce backlog

One support team averaged over 250 calls in their queue, with more than 90 breaching the agreed service levels. Thanks to Xtraction, the team reduced its queue to 80 calls, with just four of them breached. “As a result,” concludes Paul Miller, “our clients are much happier, and can also get back to their core business of delivering exceptional healthcare services a lot sooner.”

Capitalize on actionable insights

Improve service responsiveness