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National Health Service-Lanarkshire Cutting Work Order Response Times by 80% with ARCHIBUS
Technology Category
- Functional Applications - Computerized Maintenance Management Systems (CMMS)
- Functional Applications - Enterprise Asset Management Systems (EAM)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Facility Management
- Maintenance
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
The Challenge
The National Health Service-Lanarkshire faced significant challenges due to incompatible systems across multiple services, a poorly structured management approach to asset and labor task management, and no consistent approach to reporting and measuring performance. These issues were exacerbated by a government mandate for greater operational accountability and efficiency in patient care. The facilities management professionals at NHS-Lanarkshire needed to address these inefficiencies to meet the new requirements and improve overall service delivery.
About The Customer
The National Health Service-Lanarkshire (NHS-Lanarkshire) is a major healthcare provider in Scotland, serving a population that comprises 12% of the Scottish population. The organization operates 3 acute hospitals, 12 community and outpatient hospitals, and 40 healthcare facilities, employing approximately 12,500 people. With an annual budget of around £1 billion ($1.7 billion U.S.), NHS-Lanarkshire covers a service area of 4732 square kilometers (over 1800 square miles). The organization is responsible for providing efficient and effective healthcare services, and it has been under increased pressure to justify costs and improve patient care due to a recent government mandate.
The Solution
To address the identified challenges, NHS-Lanarkshire assembled an experienced project team that implemented ARCHIBUS to centralize data on a single platform. This platform supports the facilities department’s goals with a more rigorous, standardized approach to processes and metrics. One of the key solutions was the introduction of a web-based help desk that added self-service efficiency, replacing the older phone-based intake process for work orders. This new system allowed users to input work requests and track results online, significantly reducing the number of phone-initiated work requests and improving customer satisfaction. Additionally, the ARCHIBUS work order system enabled service performance measurement and benchmarking, creating a consistent reporting approach that identified best practices and areas for improvement. NHS-Lanarkshire also moved from a paper-driven system to a completely automated online system using ARCHIBUS, with tasks such as asset audits now carried out on hand-held devices. This transition not only complied with the government initiative but also enhanced the efficiency and effectiveness of resource utilization through a holistic approach to service delivery.
Operational Impact
Quantitative Benefit
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