Building on our successes from the past three years of delivering a highly secure and available private cloud, we have now focused our attentions to delivering a more value for money service, introducing more innovative and creative solution to improve our service.
Within our Operations function, we are delivering a comprehensive Service Improvement Plan to enable us to better manage the increased demand in user service requests which has increased by greater than 50% in the past 12 months. This SIP includes increasing our communications channels, redesigning our customer portal, and introducing robotic process automation, which has delivered ROI saving circa 1,000 hours of manual processing time.
A significant aspect of our Shared Service Portfolio is the effective management of GPIT across the two counties. We have increased our service offer to GP practices to include Information Governance Support, DPO as a Service and more recently dedicated Data Facilitators. All of these are sought after services which will assist Primary Care to manage, control and report on their information more effectively, leading to better healthcare decision making and we are now frequently receiving customer feedback stating that we are really making a difference.
Click to view the HBL ICT 2019 Annual Report in a PDF accessible format