Accreditation Success for IT Customer Service Team

Derwent Shared Services are proud to announce that their Customer Service Team (Local IT service desk) has been officially accredited to the national standard by the NHS Connecting for Health organisation.

Derwent Shared Services are proud to announce that their Customer Service Team (Local IT service desk) has been officially accredited to the national standard by the NHS Connecting for Health organisation. 

It is the first NHS IT service desk to become accredited since the initial pilot project at St Barts earlier this year.

To achieve accreditation, our local service desk successfully completed an evidence-based audit against a national, mandatory, 42-point criteria checklist, which included the following areas:

· Resources and staffing levels
· Staff training and development
· Call quality and incident management
· Telephony call management systems
· Service desk software
· ITIL and industry compliant policies and procedures
· Customer service provision
· Call escalation and ownership
· Disaster recovery arrangements.

The Customer Service Team was officially audited by the Connecting for Health Accreditation team in February 2007 and began working as an accredited desk from 29th May, with their service providers for national applications.

This achievement will yield the benefits of continued cost savings, improved turn-around and resolution times for IT incidents and requests for National IT systems in use across Derbyshire.
This will in turn improve the provision of Healthcare for the patients as the availability and effectiveness of clinical systems is notably improved.

Neil Swanwick, Director of Derwent Shared Services, said: “We are delighted that the Customer Service Team has received the accreditation.  The success is a testimony to the hard work of the team over the past six months.”

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