Terry Trundley NSD

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Terry TrundleyNSD
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The Strings on the Guitar

• NSD
• Help Desk Operational Forum
• Live Service Support Model

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NSD the interim solution

• Set up in June 2004 for 12 weeks
• Now running to March 2006
• To be superseded by a Front Line Support
  Services solution, currently being determined

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Getting in Tune

• Help Desk Operational Forum (HDOF)
• The forum aims are to
• Speed up end to end information and provide
  better quality data
• In order to improve the end user experience
• Open to anyone who shares
• the same objectives

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What has HDOF done so far

• In 10 days
• Cut Triage from 37 to 5 questions
• Produced Cluster specific education packs
• Distributed knowledge information

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Statistics

• A recent analysis revealed that 70 of calls from
  a
• cluster in the period of May/June/July should
  not have come to the NSD
• Discord

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Statistics
Could have been resolved at LHD level
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Live Support Model DevelopmentsTuning the first
string
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Normal Technical issue Resolution
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Support Model (keeping the first string in tune)

• Single point of contact for customer - but may
  be contacted by the resolutionteam
• Then - referred support desks or second line
  support passes resolution information back to
  the referring team
• Triage has to be supported by an adequate
  knowledge base
• Live technical unresolvable local issues can then
  be directed to NSD to direct immediately to the
  technical team.
• The Technical Team will coordinate all supplier,
  on-site and Cluster resources to resolve these
  issues
• Only close an issue when it has been agreed with
  the User and the Local NHS or ESP Help Desk

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• For London Cluster training pack please contact
• emily.hunt_at_cfh.nhs.uk