Operated by eHealth NSW, the State Wide Service Desk (SWSD) provides first-level IT support to NSW Health's workforce, 24 hours a day, 7 days a week.
This means responding to, on average, around 40,000 calls and 25,000 online tickets each month. As the first point of contact for more than 400 corporate and clinical applications, their priority is to ensure staff and clinicians get a timely resolution to IT issues and requests.
To improve this experience for customers, the SWSD recently partnered with the eHealth NSW Customer Experience (CX) team to streamline the collection of customer feedback and identify areas for improvement.
In doing so, the SWSD achieved positive satisfaction scores from 80% of customers. The feedback also supports SWSD to identify areas for improvement to ensure issues are resolved easily and quickly.
"At the State Wide Service Desk, we are often the first point of contact for a NSW Health staff member who is experiencing an IT issue. They could be a clinician with limited time to spend on the phone with us," Simon Andrews, State Wide Service Desk Manager said.
"A great customer experience can make all the difference to their day. Being able to track how we're performing and identify where we can improve is really important to ensure we can continue to provide a positive outcome for them each time they call or raise a ticket."
For more information
Please visit State Wide Service Desk solutions page.
For NSW Health employees requiring IT support, you can contact the SWSD on 1300 28 55 33, or raise a request on SARA.
