NHS South of Tyne and Wear turned to QA to conduct a rigorous assessment of its IT Service Desk
NHS South of Tyne and Wear turned to QA to conduct a rigorous assessment of its IT Service Desk
3 PagesNHS South of Tyne and Wear As part of NHS South of Tyne and Wear's drive for a more customer focused service, it turned to QA to conduct a rigorous assessment of its IT Service Desk and build a roadmap to customer service excellence using the Service Desk Institute certification process. The Challenge With the launch of NHS South of Tyne and Wear’s operational excellence programme, ICT management wanted to transform the department’s culture around customer service, enhancing the customer experience of the internal community its Service Desk supports. Also, as NHS SoTW formed part of the NHS Support Services Partnership (SSP), it was more important than ever before that the Service Desk demonstrated its value to the wider business. With these aims, NHS SoTW wanted to benchmark its Service D
