Cheshire and Merseyside Commissioning Support Unit (CSU), an NHS shared service, has reduced its average IT support response times from over 15 minutes to less than five minutes.
The CSU, which supports roughly 20,000 NHS staff and 11,000 devices across 218 locations, was formed in March 2013 in a merger between two previous shared service bodies. The organisation is responsible for providing back-office function to the NHS such as IT, finance and HR.
When the two service desks were first brought together, it became clear they had very different focuses, solutions architect Criss Richards explained. Read more.