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London Ambulance Service

'Project Helpdesk' - dealing with significant call volumes in LAS

London Ambulance Services.webp

Project: Integration of Technical Solutions

Project Helpdesk' (NHS Mail)

Background:
London Ambulance Service NHS Trust (LAS) were going live with NHS Mail (email migration from @LAS.nhs.uk to @nhs. net). Project go-lives can be demanding at the best of times. New systems, new processes, and new technology can cause confusion and stress amongst users. Inevitably their technical service desk was going to receive a huge influx in call volume and struggle with specific ‘new service’ queries. They anticipated around 4000 calls in 4 weeks from users. LAS needed help to deal with this huge call volume and they did not have the resource capability to deal with this. LAS initially looked at appointing contractors to support their service desk, however this was very costly option and did not offer any governance, control or guaranteed outcomes. The Apprenticeship Service were looking for a partner with experience in payments services and­ a key focus on user needs and making policy digital. Talent Consulting were hired in 2017 to move the current service to a new infrastructure, automate the payments process, improve the accuracy of payments, and run the new live service.

Approach:

Talent Consulting offered ‘Project Helpdesk’. Talent worked with LAS to scope and define the service requirements.

Once a Discovery phase was complete, Talent offered a flexible Triage solution that saw Talent handle all incoming NHS Mail queries and technical support via a dedicated telephone number.

Our team had a detailed yet simple script to run through with users that dealt with all NHS Mail related questions, keeping these calls away from the BAU Service Desk at LAS.

Talent’ Project Helpdesk service handled, managed and resolved these calls for LAS saving their BAU technical service desk team countless hours, high call volumes and the stress of new service go-lives.

Results:

We handled almost 4000 calls in 4 weeks and resolved over 60% of these first time. We saved the LAS BAU Service Desk “countless hours” and ensured their team were not overwhelmed as they had been in the past with new service go-lives. Our service was over half the cost of appointing contractors and we delivered guarantee outcomes, unmatched levels of customer satisfaction, and delivered on all SLAs.

4000

Calls in 4 weeks

60%

of calls resolved first time

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Talent provided expert services in the ITSM space. We now have strong JML processes and governance that offer the protection we originally lacked. Talent Project Helpdesk saved our internal team from drowning from calls.

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