There are few things more frustrating for clinicians than being logged in a queue to speak to an IT professional on the service desk. Wouldn’t it be great if they could be more self-sufficient? This can be achieved with the consolidation of IT into a cohesive framework. One that is capable of automating and orchestrating the majority of trivial and mundane tasks currently driving the service desk meltdown.

1. Discover how to empower your clinicians
with automated self-service technology
Copyright © 2013, RES Software. All Copyright © 2013, RES Software. All rights rese rrvigehdt.s 0 r1e1s3erved. 0113
Thursday 11 December
Presenters:
Ward Priestman – Consulting CIO to NHS
Lee Randall – Healthcare Sales, RES Software

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RES Software at a glance
• 15 years of success, founded in
1999
• Dual headquarters in Philadelphia,
PA USA & Amsterdam, Netherlands
• Flagship solution is the RES IT
Store, powered by the RES Suite
2014
• 11 Patents* + RES Labs for
advanced R&D (*7 patents are
currently pending)
• Over 2,500 customers and 3,500
software & service deployments in
27 countries
• Single Deployments of over 140,000
users

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East Lancs Hospitals Trust
• East Lancashire Hospitals NHS Trust is an integrated Health
Care Provider located in Lancashire in the heart of the North
West of England.
• Employing over 9,000 staff.
• Treating over six hundred thousand patients a year from the
most serious of emergencies to planned operations and
procedures.
• Has around 1000 beds on 5 sites :-
• Royal Blackburn Hospital, Burnley General Hospital, Clitheroe Community
Hospital, Accrington Victoria Hospital and Pendle Community Hospital
and 30 Community Facilities
• Using 5200 computers operating 24/7

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We have an E-Health Program
• Implement a best of breed strategy
• Connect existing systems together via a portal
• Implement systems to capture current paper based data
electronically
• Prescribe and manage meds electronically
• Upgrade the patient TV system to support clinical use
• Scan the existing paper record(100+ million pages) and
provide electronic access
• Move to a complete electronic patient record

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All well and good…
The strategy is moving well and the systems are starting to
come online…
However it is all dependent upon:-
Reliable Infrastructure
Up to date devices & software
Reliable Data centres & network resilience
Efficient End User Support
Rapid turn around of issue resolution
Increase in number of calls
Extended IT support
Hospitals are 24/7 environments
IT provides some out of hours support but not onsite

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ELHT Problem!
NHS is in a period of austerity, the strategy will deliver savings
but they just underpin an existing deficit
Traditional approach would be to
Increase the number of IT staff
Engineers & technicians
Service Desk agents
Increase working hours to follow business needs
Buy more hardware
NHS Investment funding model supports Capital(one off)
Investment in modenisation
Investment in technology and change
In order to minimise revenue costs and increase efficiency

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Provide a service with “Value!”

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The Approach
ELHT has chosen to implement RES Software to enable them to:-
Empower the end user to help themselves
Trust has 5 staff on the service desk(working 8-6)
With the right tools that could be 9000 working 24/7
Consumerisation has given the users the skills and appetite for self service IT
eHealth strategy has fuelled users need for rapid response
Automate as many manual processes as possible & allow the user to
invoke the process
Reduce time taken to resolve calls(almost instant)
Increase user satisfaction(why should they wait?)
Combine tasks that include other department's e.g HR, finance & supplies

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RES IT Store
One stop shop for a user to consume services
Online store :-
Order Hardware(phone, laptop, consumables)
Software( Project, Visio)
Delivery of new systems and upgrades
Service requests
Domain access(new user)
System Access(change in role)
BYOD
Log Service Desk requests
Reset Passwords
Combine a number of requests into one single action

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Current Process
ITU Employs a
new Consultant
Manager
Needs an IT
account
Needs a laptop
& Phone with
RAS
Needs to be
booked on IT
Training
Needs to send
address & role
details to HR
for ESR
Needs to send
bank details to
payroll
Needs to be
booked on
induction
IT Support Call
IT Support Call
Form to IT
Training
Form to HR
Form to Payroll
Call or Form to
trainers
Manual
Process
Closed
Manual
Process
Items ordered
Configured,
delivered and
call closed
Manual
Process
Training
performed
Manual
Process
Complete
Manual
Process
Complete
(if done in time)
Manual
Process
Complete
Hospital
Departments

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Hospital
Departments
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RES IT Store
RES APPStore RES Automation Manager
ITU Employs a
new Consultant
Manager
Needs an IT
account
Needs a laptop
& Phone with
RAS
Needs to be
booked on IT
Training
Needs to send
address & role
details to HR
for ESR
Needs to send
bank details to
payroll
Needs to be
booked on
induction
One Online
Request
Automated
Process
Closed
Automated
Process
Items ordered
Configured,
delivered and
call closed
Automated
Process
Training
performed
Automated
Process
Complete
Automated
Process
Complete
(instantly)
Automated
Process
Complete

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RES Automation Manager
Support the IT Store
Raise and close jobs on departmental Software
Works in conjunction with SCCM & can deploy packages
Re-harvest licences & loan software
Creates AD account and Outlook mailbox
Automate IT Processes
Automated virtual server creation
Management of mobiles, bleeps and pagers & billing
Interacts with other departments
Work flow
Automated data manipulation
Auditable logging

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A Service Transformation
• Improved access to services
• Faster response to “hand on” jobs(instant in some cases)
• A streamlined cost effective service
• Pro active IT Support
• Self managed AD
• An “Automation tool” for the whole Trust not just IT Support
• Cost avoidance for expanding the support past office hours
• Empowers users to support themselves
• Reduces many hours of non value added support
• Allows IT staff to concentrate on the Task we need them to do!

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RES Software. Where Business meets IT.
RES IT Store An automated self-service portal for all IT services, available 24/7/365

15. 15
Our Support response
times reduced from
average of 1 to 3 days
down to 30 seconds.
“Overall lower cost of in-house IT services”
“200,000+ IT requests were
fulfilled automatically via the
RES IT Store in a matter of
months”.
Copyright © 2013, RES Software. All rights reserved. 0113
Real reasons to talk to RES Software
“Reduced Service Desk
calls by up to 76%”
“Ticket resolution in less
than 30 seconds for
most requests”.
“Immediate Delivery (and return)
of Applications and Data Access
has allowed us to re-boot the
image of our IT Teams”, we are
now viewed as a business
enabler”
“Our end users love the “Amazon-like”
experience, they understood
immediately how to make best use of the
IT Store. Our team has delivered way
beyond what was expected”
“Adjusting IT services based on user roles
went from taking weeks to same business
day. The Time savings on this task alone
equates to two full-time IT personnel that
can spend time on other activities”
“we provide 1000+ services available to
22,425 users, all on demand via the RES
IT Store portal”
“Our Support
response times
reduced from average
of 1 to 3 days = down
to 30 seconds”

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Local Council Ticket topics & Business Case
Topic Sub Topic Incidents
Additional Permission Extra Internet Access 657
Additional Permission Fileserver 629
Network Accounts Password Reset 550
First Point Of Contact Validate Staff Board 530
First Point Of Contact Enable CSG 482
First Point Of Contact Add Additional Mailbox 398
Network Accounts Deletion Account 366
Additional Permission Mailbox 317
First Point Of Contact Citrix Session reset 115
First Point Of Contact Add Email Profile 224
4268 Total incidents (from their top ten alone)
5690 human resource hours (per year) savings
£210,000 (per year) financial savings
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*based on 6 month ticket analysis

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What RES IT Store Customers are Saying …
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“The RES IT Store enables a single
point of access for all IT services,
providing the convenience and
instant response the user needs
with the security, compliance and
control demanded by the business.”
“IT departments have become, or are
starting to become, service-centric
operations. Over time, we need to think of
our users as service consumers so they
can choose how to compose their
workspaces. The RES IT Store is the
ultimate way to aggregate everything into
a one stop IT shop.”
“It’s a powerful tool. We were able to
transform our onboarding and offboarding
processes from manual and time
consuming to completely automated.”

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Summary
• Introduce the WOW Factor with a consumer like IT Store
• Increase Operational Efficiency
• Increase Service Quality
• Higher Agility and Quicker Delivery of Services
• Massively increase user satisfaction
• Deliver true IT as a Service