GP IT Overview NHS Scarborough & Ryedale PLT February 2020 - - PowerPoint PPT Presentation

NHS Scarborough & Ryedale PLT February 2020

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GP IT Overview

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Welcome & Introductions

Michelle Cunningham – Account & Relationship Manager Ian Harrison – Service Delivery Manager

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Agenda

• Current position and migration progress
• GP IT Services
• Meet the teams
• System Demo
• How is IT for you?
• Q&A

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Current Position and Migration Process

• Current Position
• Overview about contract and dates
• Communication and engagement
• Newsletters
• PLT attendance
• Practice Manager Meetings
• Service Desk Introduction
• Migration process
• Audit
• Prep
• Migration

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GP IT Services

• ICT Service Desk
• The NECS Service Desk is the single point of contact for all IT issues
• There are 26 Service Desk Analysts answering calls
• We resolve an average of 53% of calls on first contact
• We aim to answer all calls as quickly as possible, on average 20 seconds

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GP IT Services

• Remote Support
• They receive the more complex problems directly from the Service Desk
• Where the Service Desk cannot resolve they’ll always try to pass you straight through to the Remote Support

team to put you straight in touch with our experienced Senior Engineers

• Our Remote Support team also ensure your machine is kept up to date with the latest security patches
• RA Services
• RA services will be provided by our dedicated Access Control team
• Services can be accessed by logging a call with the ICT Service Desk

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GP IT Services

• Desktop Support Services
• The Desktop Support service remains unchanged, with engineers continuing to visit where a fix is not

achievable remotely

• Desktops PC’s will continue to be refreshed dependent on capital funding
• ICT Customer Liaison
• Dedicated ICT Customer Liaison Manager, lead and support officer
• Regular Service Reviews to review performance
• Attendance at Practice Manager Meetings
• Support and advice on new products etc

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GP IT Services

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How is IT for you?

One good thing about IT One not so good thing about IT

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Questions?

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0191 2172782 necs.nhs.uk NECSU.ICTcustomerliaison@nhs.net Official-Sensitive: Commercial

Thank you for having us!

Michelle.cunningham3@nhs.net ian@nhs.net