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2e2 NHS Assured Service delivery - A CASE STUDY

By: 2e2

About NHS Islington

- Background

In 2005 NHS Islington established an ICT Shared Service designed to support 3,500 staff at three NHS Trusts; Camden PCT, Camden and Islington NHS Foundation Trust and Islington PCT. It was believed that, as the Trusts were similar organisations, with common aims and methods of working, there would be considerable duplication of effort and competition for scarce resources if each organisation tried to provide a separate service for its users. Whilst this rationale was clearly sound, over a
number of years the Trusts evolved to become dissimilar
entities with different operational needs and priorities.

The Challenge

It became increasingly apparent that the in-house
managed Shared Service was struggling to maintain
sufficient skills to deliver a satisfactory service. In

. Server function was in disarray

. The management and implementation of upgrade
projects was variable

. The helpdesk and desktop support service was not
providing the flexible, reliable and responsive service
required by customers

. The e-mail service was both unstable and misused and
based on extremely risky infrastructure and operation

The Trusts decided to dissolve the in-house Shared
Service and to outsource it to a Managed Services
Provider who would have greater capacity, scalability and
flexibility, as well as a more broadly based skill set.

The Trusts issued a Pre-Qualification Questionnaire (PQQ)
via OJEU spanning an outsource of 3 Lots; Lot 1 network
management, Lot 2 server management, Lot 3 desktop
management and Lot 3a 1st level service desk (user
support). It was envisaged that the services tendered
would be scalable to accommodate additional Trusts
joining in the future. 2e2 made the shortlist (of 4, from
a long list of 24 potential providers) and was ultimately
selected as preferred bidder. The Trusts sited several key
reasons for selecting 2e2 including:-

. confidence in service leadership and capacity

. demonstrable maturity of procedures, tools and skill sets

. quality and relevance of customer references

2e2 NHS
Assured Service

A Case Study

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Published:  Apr 05, 2012
Length:  4
Type:  White Paper
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